Phone Verification FAQs
Will caregivers be required to use their social security number?
As part of EVV, caregiver employees will be given a unique five-digit Personal Identification Number (PIN) for use when calling from their clients’ homes. This PIN will not be related to their social security number.
However, to verify that the five digit PIN represents the employee, Companions and Homemakers must load – on a onetime basis – the last five digits of the individual employee’s social security number into the EVV system. This is required by the State of Connecticut in order for them to continue servicing Medicaid clients, regardless of the agency they work for.
What if a client does not have a landline home phone or does not want the caregiver using their phone?
In the event a client does not have a landline telephone, or they prefer to not have their phone used for the EVV timekeeping, an option of a Fixed Visit Verification (FVV) device is available. The FVV is a small device that will be provided to the client at no cost to them, and will generate a unique 6 digit number for the caregiver to use when calling in. The caregiver will be able to call in from any phone after leaving the client provided they have this number. Further details on FVV will be provided via written instruction for clients who opt to use this method.
Will the EVV system cost me anything?
The EVV system is funded through state of CT. Any phone calls or required equipment associated with EVV will be at no cost to clients or their caregiver employees.
What if when calling in, the line is busy?
In the event a caregiver receives a busy signal when calling in their hours, an alternate phone number is provided. In the unlikely event both numbers are busy, they should continue to try. If the issue persists, caregivers should tend to their client’s service needs, and notify the toll-free helpline at their earliest convenience: 888-844-4442, ext. 4000.
Is there an app I can use on my cell phone?
Companions & Homemakers’ use of the EVV system provides two options for timekeeping; use of client’s home landline phone, or use of an FVV device if client prefers. The personal cell phone EVV application is not being utilized.
What if my client’s phone is not available at start/end of my shift?
In the event the client’s phone is not available at the time of caregiver’s arrival, they should simply begin their shift and call in their start time at the soonest opportunity possible. Caregivers should then contact Companions & Homemakers EVV Hotline (888-844-4442, ext. 4000) as soon as they are able to report the discrepancy so the actual start or end time may be adjusted.
What if I am relieving another caregiver and we both need to use the phone?
The time in / time out function of EVV allows for overlap. Caregivers will have a reasonable window of time to call in to the system the start and end of their service shift without issue so long as they are close to their scheduled time. In the event the caregiver coming in to client is relieving a caregiver who also needs to use the telephone or FVV device to log out, both should have sufficient time to make required calls without the system considering either to be “late” to their shift. In the event either caregiver runs into an issue that causes them to be unable to login in at the time they actually arrived, caregivers should contact the Companions & Homemakers EVV Hotline (888-844-4442, ext. 4000) as soon as able to report the discrepancy so the actual start or end time may be adjusted.
What if I do not start or end my shift at the client’s home where the associated phone number and phone are located?
It is not uncommon for a caregiver to begin or end their shift at a location other than the client’s home where the landline phone or associated FVV device is located. If this is the case, caregiver employees should make their login/logout calls as soon as able, and notify the Companions & Homemakers EVV Hotline (888-844-4442, ext. 4000) as soon as able to report the discrepancy so the actual start or end time may be adjusted. It is important that a call still be made regardless of it having to be adjusted.
What if I am out on errands or appointments with/for client during a service change?
It is common for a caregiver to provide services to a client outside of their home during the course of a service shift. Typically, services are scheduled back to back with the same caregiver, and it would not be feasible for the caregiver to stop what they were doing and return back to the clients home to logout of one service and in for another. If this is the case, caregiver employees should make their login/logout calls as soon as able, and notify the Companions & Homemakers EVV Hotline (888-844-4442, ext. 4000) as soon as able to report the discrepancy so the actual start or end time may be adjusted. It is important that a call still be made regardless of it having to be adjusted
Will Companions & Homemakers still be handling my payroll?
Companions & Homemakers remains your direct employer and will continue to manage and will continue to ensure the timeliness and accuracy of your payroll.
What if I do not know the client’s EVV ID number?
In the event you do not know your client’s EVV ID number, contact the Companions & Homemakers EVV Hotline (888-844-4442, ext. 4000).
What if there are two clients being cared for by the same caregiver within the same home?
Just as with paper time sheets, each Medicaid client requires their own timekeeping. Caregivers should call in at the start of each service associated with the individual client EVV ID, as well as at the end of each service.
What if the FVV device goes missing or is broken?
Should the client’s FVV device get damaged or go missing, they should contact the EVV Hotline (888-844-4442, ext. 4000) so a replacement device can be ordered.
What if my client has more than one FVV device?
Clients who receive services through multiple agencies will have one FVV device for each agency. The FVV device associated with Companions & Homemakers caregivers will have a Companions & Homemakers sticker with logo affixed to the front of the device.
What if I provide services to multiple clients in the home during the same visit?
Providing services to multiple clients during a single visit to the home requires some additional timekeeping steps. Please call the C&H Hotline for more information (1-888-844-4442, extension 4000).
What if I provide more than one service to a client during a single visit?
If you provide more than one service to a client during a single visit (example: 3 hours of homemaking and 3 hours of companion), you’ll need to complete some additional timekeeping steps. Please call the C&H Hotline for more information (1-888-844-4442, extension 4000).
What if I provide live-in services to a client who has an FVV device?
If you provide live-in services to a client who has an FVV device, some additional timekeeping steps are required. Please call the C&H Hotline for more information (1-888-844-4442, extension 4000).
### Updated 08/02/2017