Revision 22-4; Effective Sept. 1, 2022

A service provider or CDS employee must use an HHSC-approved clock in and clock out method to begin and end service delivery when providing EVV services to a member in the home or the community. 

EVV vendors offer the following three HHSC-approved clock in and clock out methods: 

  • Mobile method
  • Home phone landline
  • Alternative device 

A PSO must offer one or more of the three HHSC-approved clock in and clock out methods listed above. 

The PSO or EVV Vendor must provide access to clock in and clock out methods at no cost to the member, program provider, FMSA, CDS employer, service provider, HHSC, MCO or TMHP.

If the clock in and clock out method malfunctions, the EVV system must allow the program provider, FMSA or CDS employer to manually enter EVV visits. 

When the service provider or CDS employee clocks in and clocks out using an HHSC-approved method, the EVV system captures the following visit data:

  • The type of service provided (Service Authorization Data)
  • The name of the recipient to whom the service is provided (Member Data)
  • The date and times the provider began and ended the service delivery visit
  • The location, including the address, where the service is provided 
  • The name of the person who provided the service (Service Provider Data)

7010 Manually Entered EVV Visits

Revision 22-4; Effective Sept. 1, 2022

A program provider, FMSA or CDS employer must manually enter an EVV visit into the EVV system when a service provider or CDS employee fails to clock in or out of the EVV system or an HHSC-approved clock in or clock out method is not available. 

Manually entered visits will negatively impact the EVV Usage Score. Refer to 11000 Usage for more information.

The program provider, FMSA or CDS employer must complete the following steps if the service provider or CDS employee fails to clock in or out of the EVV system for any reason:

  • Verify the service provider or CDS employee delivered services according to program policy and requirements.
  • Receive and retain service delivery documentation from the service provider or CDS employee. Service delivery documentation should include:
    • Program provider, FMSA and CDS employer name
    • Member first and last name
    • Member Medicaid ID
    • EVV services delivered
    • Date of the visit
    • Actual Time In and Actual Time Out
    • Service provider or CDS employee first and last name
    • Location of the visit in the home or in the community  
  • Manually entering visits into the EVV system.
  • Complete visit maintenance using the most appropriate Reason Code Number(s), Reason Code Description(s) and free text, if applicable.
  • Ensure the visit transaction is accepted at the EVV Portal (applicable to program providers and FMSAs).

Program providers, FMSAs and CDS employers must complete all required visit maintenance including manually entering visits, within the visit maintenance time frame.

7020 Mobile Method

Revision 22-4; Effective Sept. 1, 2022

A service provider or CDS employee may use the mobile method for clocking in and out of the EVV system in the home or in the community. Each EVV vendor and PSO, if applicable, will supply a downloadable application for use on a smart phone or device with Internet connectivity. 

If a service provider or CDS employee clocks in or out within 250 feet (EVV allowed geo-perimeter) of the member’s home, the default service delivery location is the member home. The service provider or CDS employee can select a different service delivery location if necessary.

If the service provider or CDS employee clocks in or out beyond the 250-foot EVV allowed geo-perimeter, the service provider or CDS employee must select a service delivery location.

Service Delivery Location options include:

  • Member Home
  • Family Home
  • Neighbors Home
  • Community
  • Other

Note: If the service provider or CDS employee clocks in at the home, delivers services in the community and then clocks out at the home, the service delivery location would be member home. 

Service providers may use their own personal smart phone or tablet, or a smart phone or tablet issued by the program provider.

Service providers must not use a member’s personal smart phone or tablet to clock in and clock out of the EVV system. 

CDS employees may use:

  • Their own personal smart phone or tablet
  • A smart phone or tablet issued by the FMSA
  • A smart phone or tablet owned by the CDS employer, if permission is granted. 

The mobile method is the only clock in and clock out method the service provider or CDS employee may use when delivering EVV services in the community or when traveling out of state. Contact your program representative to determine if your service provider or CDS employee may deliver EVV services while the member is out of state.

The mobile method: 

  • Utilizes a secure login function for each user.
  • Records the specific location at the exact time of clocking in and clocking out.
  • Does not track location before clocking in, during service delivery or after clocking out.
  • Does not use mobile device plan minutes and only uses minimal data. 
  • Does not store Protected Health Information (PHI) on the mobile device.
  • Can be used when an internet connection or a cellular network is not available.

Note: EVV vendors cannot share or sell location data.

Clock in and clock out requirements:

  • The program provider or FMSA must set up the mobile method in the member’s profile. 
  • The mobile device must be operational to use the mobile method. For example, the phone must be working, and the battery charged. 

Service providers and CDS employees:

  • Must follow instructions from their program provider, FMSA or CDS employer to download and activate the mobile application.
  • Must obtain their own unique login credentials from their program provider, FMSA or CDS employer.
  • Must only access the mobile application using their own login credentials.
  • Must not share mobile application login credentials. 
  • May share the same mobile device for clocking in and clocking out of the EVV system for the same member using their own mobile application login credentials. 

The program provider, FMSA or CDS employer may contact their EVV vendor or PSO, if applicable, for a full list of mobile application specifications, including supported mobile devices. 

HHSC, TMHP, EVV vendors and MCOs are not liable for:

  • Any cost incurred while using the mobile method.
  • Any viruses on the mobile device.
  • A hacked, broken, damaged, lost or stolen mobile device.
  • A non-working mobile device.

7030 Home Phone Landline 

Revision 22-1; Effective Jan. 7, 2022

The service provider or CDS employee may use the member’s landline, if the member agrees, for clocking in and clocking out of the EVV system. They do this by calling the EVV vendor’s or EVV PSO toll-free number. 

If a member does not agree to allow the service provider or CDS employee to use their landline or if the member’s landline is frequently not available for the service provider or CDS employee to use, the service provider or CDS employee must use another approved clock in and clock out method.

Landline Requirements

  • Program providers and FMSAs must follow the instructions from the vendor or EVV PSO to set up the landline.
  • The landline must be the member’s home phone landline number or a landline in another location that the member frequently receives services, such as a family member’s home or a neighbor’s home.
    • The owner of the landline must give permission to the member and the service provider or CDS employee to use the telephone for EVV.
  • The phone must be a landline phone. It must not be an unallowable landline phone type. See Unallowable Landline Phone Type below.

Program Providers and FMSAs are responsible for initial setup and maintenance of the landline in the EVV system. The program provider or FMSA must:

  • Enter the member’s landline number in the EVV system before the service provider or CDS employee can use the landline to clock in and clock out. 
  • Enter one or more landline number if the member frequently receives services in an alternate location.
  • Verify the landline number using the EVV Landline Phone Verification Report located in the EVV system.
  • Ensure the landline number(s) listed in the member’s profile are current. 

The program provider or FMSA must update the member’s profile in the EVV system if the landline number used for clocking in and clocking out does not match.

Unallowable Landline Phone Type 

An unallowable landline phone type is a mobile phone number or cellular enabled phone number. Phones used to clock in or clock out through the landline method must be a landline phone, and not a cellular phone or device.

Unallowable landline phone types include:

  • Cellular phones
  • Cellular enabled devices such as tablets and smart watches

Numbers from phone carriers such as Cricket, that provide mobile phone services only will always be identified as an unallowable phone type.

Note: If the service provider or CDS employee wants to use a cell phone or tablet, they must use the mobile method.

Identification of an Unallowable Landline Phone Type 

Program providers, FMSAs and CDS employers must use the EVV Landline Phone Verification Report in the EVV system to identify an unallowable landline phone type as “mobile”. Payers will also use this report to conduct EVV Landline Phone Verification Reviews, refer to 10020 EVV Landline Phone Verification Reviews.

If the program provider, FMSA, CDS employer or payer identify an unallowable phone type, action must be taken.  

Program Provider Required Actions

When an unallowable phone type is identified, program providers must either:

  • Verify and document that the phone type is an allowable phone type; or
  • Remove the unallowable landline phone type from the EVV system as the member’s home phone landline and ensure a valid landline or another approved clock in and clock out method is used.

Program providers must follow any actions required by the payer in a notice of non-compliance. 

FMSA and CDS Employer Required Actions

When an unallowable phone type is identified, FMSAs must notify the CDS employer that the phone number is an unallowable landline phone type and:

  • Work with the CDS employer to verify and document that the phone type is an allowable phone type; or 
  • Remove the unallowable landline phone type from the EVV system as the member’s home phone landline and work with the CDS employer to ensure a valid landline number or another approved clock in and clock out method is used.

When an unallowable phone type is identified, CDS employers must take one of the following actions: 

  • provide documentation to the FMSA demonstrating the current landline number is an allowable phone type;
  • provide a valid landline number to the FMSA; or
  • choose another approved clock in and clock out method for the CDS employee to use and inform the FMSA of the new method. 

FMSAs and CDS employers must follow any actions required by the payer in a notice of non-compliance. 

Documentation

When requested by the payer, program providers and FMSAs must provide documentation to:

  • demonstrate that the phone number is from an allowable phone type; or 
  • demonstrate that that the service provider or CDS employee is no longer using an unallowable landline phone type. 

Examples of documentation from an external source showing that the phone number is an allowable landline phone type, may include but not limited to screenshots or printouts from:

  • White Pages
  • Free Carrier Look-up Service 
  • Reverse Phone Check

If the phone number is from an unallowable phone type, program providers and FMSAs must provide documentation showing the service provider or CDS employee is no longer using an unallowable landline phone type. Acceptable documentation includes one of the following:  

  • A screenshot of the member profile reflecting another approved clock in and clock out method is used.
  • Verification from the EVV system showing that an alternative device was ordered for the member, if applicable. 

7040 Alternative Device 

Revision 22-4; Effective Sept. 1, 2022

An alternative device is an HHSC-approved electronic device that allows a service provider or CDS employee to clock in and out of the EVV system from the member’s home.

A program provider, CDS employer or service provider must explain to the member the purpose of the alternative device and how the alternative device works.

The alternative device produces codes that identify the precise date and time service delivery begins and ends. Codes from alternative devices, provided by EVV vendors, expire seven days from the date of the EVV visit. Codes from alternative devices must be entered in to the EVV system before they expire by calling a toll-free number provided by the EVV vendor. 

The service provider or CDS employee may use any phone type to call the toll-free number and enter the alternative device codes. However, service providers or CDS employees should never use or request to use the member’s mobile phone unless the member is a CDS employer and the CDS employer has given the CDS employee permission to use the CDS employer’s mobile phone. 

The program provider or FMSA must document in the member’s case file each time the alternative device is damaged or lost. The program provider, FMSA or CDS employer must also order a new alternative device or ensure another clock in and clock out method is used. 

If the alternative device was damaged or lost by a member then the program provider, FMSA or CDS employer is responsible for requesting: 

  • An interdisciplinary team (IDT) meeting.
  • A service planning team (SPT) meeting.
  • A child and family team (CFT) meeting or a meeting with the member, their LAR and any natural or formal support to discuss the use of the alternative device with the member.  

Failure to document a lost or damaged alternative device in the member’s case file or schedule an IDT, SPT or CFT meeting with the member may result in the payer or the EVV vendor holding the program provider or FMSA responsible for the lost or damaged alternative device. 

The alternative device must always remain in the member’s home even during an evacuation. If the alternative device does not remain in the home, the payer may make a Medicaid fraud referral to the HHS Office of the Inspector General. 

Note: A PSO may offer different types of alternative devices. All alternative devices must support the collection of critical data elements. HHSC must approve any alternative device used by the PSO before use. Refer to 5060 EVV Proprietary System General Operations and 4400 Data Collection.

Ordering an Alternative Device from an EVV vendor

Once the program provider, FMSA or CDS employer has determined a member needs an alternative device, they have 10 business days to order an alternative device from the EVV vendor. 

Program providers, FMSAs on behalf of a CDS employer, or CDS employers can order an alternative device through an EVV vendor. The EVV vendor will provide instructions on how to order a device. 

The EVV vendor has 10 business days to process and ship the alternative device to the requestor upon receipt of a complete order. Depending on the shipping method, it may take additional days to deliver the order.

If a clock in or clock out method is not available for the service provider or CDS employee to use prior to the delivery of an alternative device, the service provider or CDS employee must manually document the EVV visit and submit service delivery documentation to the program provider or FMSA. The program provider or FMSA must manually enter visit data in the EVV system within the visit maintenance time frame. 

Using the EVV vendor electronic ordering method, program providers, FMSAs on behalf of CDS employers, or CDS employers can:

  • Order a new or replacement alternative device
  • Track orders for the alternative device
  • Manage, assign and un-assign alternative devices
  • Manage shipping addresses

If a member does not want an alternative device in their home and another HHSC- approved clock in and clock out method is not available:

  • The program provider or FMSA must document the reason in the member’s case file.
  • An IDT, SPT or CFT meeting must be conducted.

Installing an Alternative Device 

The program provider, CDS employer, service provider or CDS employee must: 

  • Ask the member where to place the alternative device in the member’s home. The alternative device:
    • Should be in a location where it is always accessible to the service provider or CDS employee. 
    • May be attached using a zip tie.
    • Must not be mounted in a location that may be dangerous to a member or cause damage to the member’s home.
  • Install the alternative device by placing the device in the member’s home for use by the service provider or CDS employee. 

Examples of places where the alternative device may be located in the member’s home:

  • Kitchen counter
  • Coffee table
  • Lockbox located in the garage or on the patio

Malfunctioning Alternative Device

The service provider or CDS employee must notify the program provider or CDS employer immediately if the alternative device malfunctions or fails to generate codes.

When the service provider or CDS employee notifies the program provider or CDS employer the alternative device has malfunctioned:

  • The service provider or CDS employee must manually document the EVV visit and submit service delivery documentation to the program provider, FMSA or CDS employer for manual entry of an EVV visit. Refer to 1400 Failure to use an EVV System.
  • The program provider, FMSA or CDS employer must contact the EVV vendor or PSO to report the malfunctioning device and order a replacement alternative device.

Equipment provided by an HHSC-approved EVV vendor, must be returned when the equipment is no longer used.

7050 Using Multiple Clock In and Clock Out Methods

Revision 22-4; Effective Sept. 1, 2022

A service provider or CDS employee may use multiple clock in and clock out methods. 

Examples of using one method to clock in and out for a single EVV visit happens when the service provider or CDS employee: 

  • Clocks in and out using the mobile method.
  • Clocks in and out using a home phone landline.
  • Clocks in and out using an alternative device. 

Examples of using multiple methods to clock in and out for a single EVV visit happens when the service provider or CDS employee: 

  • Clocks in using a home phone landline and clocks out using the mobile method.
  • Clocks in using the mobile method and clocks out using a home phone landline.

Program providers and CDS employers may contact their EVV vendor or PSO for more information about which methods can be used together or for EVV system training.

7060 EVV Services Delivered Outside the Member’s Home

Revision 22-4; Effective Sept. 1, 2022

The mobile method is the only HHSC-approved clock in and clock out method when an EVV service begins or ends in the community. Using the mobile method for clocking in and out in the community avoids negative impacts to the EVV Usage Score. Refer to 10010 EVV Usage Reviews for more information.

If a service provider or CDS employee is unable to use the mobile method when an EVV service begins or ends in the community, they must document visit data per program policy and 1400 Failure to Use an EVV System.

Program providers and CDS employers may contact their EVV vendor or PSO for more information and EVV system training.