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Description: In this topic, the user will learn the workflow for punches requiring electronic visit verification. EVV is now required by most funding sources for services to be paid. There are multiple methods to complete EVV.

Role Required: Client, Guardian

Permission Required: N/A

Key Points for Punches Requiring EVV

• The frequency of EVV collection is set on the employee service account and is specific to the employee, client, and service provided. Options include:

• Clock Out Only - Requires EVV completion at the end of a shift

• Clock In and Out - Requires EVV completion at the start and end of a shift

• Clock In, Out, and Defined Intervals During Shift - Requires EVV completion at the start, end, and throughout the shift. For example, if the interval is set to 60 minutes, EVV will be requested every hour for the duration of the shift until clock out.

• Clock In Only - Requires EVV completion at the beginning of the shift

• There are several methods by which EVV can be obtained:

  • Client Picture/Facial Recognition - A picture taken of the client using the employee's smart device

  • NOTE: Photos are used for verification purposes only and are not stored or accessible on the employee's device. Please refer to the help center article entitled How Does DCI use client photos and photos taken for electronic visit verification (EVV)?

  • E-Signature - The employee's mobile device will be used to obtain an electronic signature

  • Client PIN/Password - The client or authorized representative enters their pin or password on the employee's mobile device

  • FOB - A FOB device remains in a fixed location in the client's home. It generates a token, or 6-digit code, corresponding to the time. The employee enters the token(s) into the mobile device.

  • Voice - The client provides a voice recording on the employee's mobile device

  • Portal Signoff - The client or authorized representative must log in to the web portal and sign off

  • FOB - The employee enters the token(s), or 6-digit code, generated by the FOB.

  • Portal Signoff - The client or authorized representative must log in to the web portal and sign off.

  • Phone EVV - The employee will use the client's landline phone to clock in and clock out at the time of service.

  • Historical Phone Entries - Using the client's landline phone, the employee will enter time for dates that have already passed, i.e. they forgot to clock in and out for a shift. The client or authorized representative provides their pin during this call. Historical phone entries are not EVV compliant.

• Mobile App

• Portal/Mobile Web

• Phone 

• The client/guardian will be required to log in to the portal and perform manual portal signoff in the following situations:

• Portal signoff was selected as the EVV method

• EVV was not completed during the shift via mobile app

• EVV failed via mobile app

• A punch was created via mobile web or web portal after the shift was completed

• EVV details can be viewed by navigating to the punch details page

• EVV Details - Overview of EVV

• Verifications tab - Shows all mobile app verifications

• If a pending punch is edited, the corrected punch will require portal signoff.

• If an approved punch is edited, it is not necessary to re-obtain client portal signoff.

Mobile App

1. The employee logs in to the mobile app

2. After confirming clock in, depending on the EVV frequency set on the service account, the employee may see Clock In Verification required. There are six verification options. Not all options may be enabled. Please contact the organization for specifics.

   1. If the pin or password is entered incorrectly multiple times, it becomes unavailable for this clock out and another verification method must be selected. The pin or password option will be available again for the next shift.

1. PIN or Password - The employee hands the mobile device to the client who enters their pin or password

2. E-Signature - The employee hands the mobile device to the client or authorized representative who uses their finger to draw their signature. This will be reviewed by the program supervisor and compared to the client's signature on file.

3. Picture - The employee takes a picture of the client. If facial recognition is enabled, the system will compare the picture to the picture saved on the client profile. Otherwise, the picture taken will be reviewed by the program supervisor and compared to the client's picture on file.

4. FOB - The employee records the token (six-digit code) from the fob

5. Voice - The client provides a voice recording on the employee's mobile device

6. Portal Signoff - The client or authorized representative logs in to the web portal and signs off on the entry

3. After capturing EVV (if required by the EVV frequency set on the service account) the employee will finish clocking in

4. At the end of the shift the employee will clock out

5. After confirming clock out, the client will need to complete EVV again (if determined by the EVV frequency set on the service account).

6. The employee saves the punch

7. The punch will now be reviewed by the supervisor/employer. Punch EVV details can be viewed by logging in with a personal profile and clicking Entries on the submenu. Click any blue entry ID hyperlink to open the punch details page.

Portal/Mobile Web

If a punch is entered after the shift rather than using real-time via mobile app, the client or guardian must review the punch and provide sign off after it is created. To complete Client Portal Sign Off:

1. Log in to the web portal

2. Click Entries Requiring Sign Off on the submenu

1. Check the box in the punch row and click S to sign off or R to reject

2. Click Yes to confirm

3. Take action on multiple entries at once by clicking checkboxes for applicable punches or click the blue Select All button

Phone/FOB

No action is required on the part of the client or guardian for EVV phone or EVV FOB, except for historical phone entries. Historical phone entries require the client or authorized client representative to enter their pin on the landline phone after the employee has completed the entry. Historical phone entries are not EVV-compliant and should only be used when absolutely necessary (i.e., landline service was down during the shift). These will learn how to set up and manage the EVV phone system. Phone EVV is an option for clients who live in regions that have little or no access to a cellular or internet network but have landline phone access. This option allows the client to receive service while meeting the requirements for EVV. Phone EVV is used for employees to clock in/out for hourly, group services, residential programs, day programs, and parenting programs. The employee must call the IVR phone number from the phone number (landline) on the clients profile to create real time and historical punches.

*Please note: Phone EVV has multi-language capability. This requires an instance-level setting change. Please contact DCI for more information.

Role Required: Super User, varies by object for Supervisor, Employer

Permission Required: Varies by object for Funding Source Admin, Client Admin

• Prompts & Examples

  • Edit the IVR Prompts

  • Listen to the IVR Prompts

  • Create a New Service Code with EVV and EVV Location

  • Edit an Existing Service Code to Comply with EVV and EVV Location

  • Create a New EVV Employee Service Account

  • Edit an Existing Employee Service Account to Comply with EVV

  • Phone EVV Locations

  • Add a Location to an Existing Profile

  • EVV Phone Report

  • EVV Call Logs

  • Historical Phone Entries

• Related articles

Prompts & Examples

The system is enabled with standard phone prompts and during implementation the prompts will be configured per the organization's requirements.

• Greeting Message – “Hello! Thank you for calling the DCI time keeping system.”

• SSN Authentication – “Please enter the last four digits of your social security number.”

• SSN Re-authentication – "Please re-enter the last four digits of your social security number.”

• PIN Authentication – “Please enter your PIN.”

• Employee Authentication Failed – “We are unable to locate your employee record. Please contact your supervisor.”

• Exceeded Attempts – “You have exceeded the number of attempts allowed.”

• Date of Birth Authentication – “Please enter your birth month and date. For example, June 4th would be 0604.”

• Invalid Selection – “You have made an invalid selection.”

• No Employee Record – “We are unable to recognize the number you are calling from. Please try again from an approved number.”

• Punch Should Be Closed – “We are unable to continue until your punch is closed.”

• Punch Validation Failed – “Punch validation failed. Please contact your supervisor.”

• Unknown Number – Profile – “We are unable to locate any profiles that match the number you are calling from. Please call back from a valid number or contact your supervisor if you feel this is an error.” 

• Inactive Hourly Service Account – “There is no active hourly service account for this client. Please verify you have selected the correct client, or contact your supervisor.”

• Inactive Authorization – “There is no active authorization for this client. Please contact your supervisor.”

• Inactive Residential Client Service Account – “The client you have selected does not have an active residential account. Please verify your entry. If you feel this is an error, contact your supervisor.”

• Confirm Client PIN - "Confirm Client PIN."

• Initiate Client Validation - "Initiate Client Validation."

• Goodbye Message - "Thanks for calling. Goodbye."

• Client PIN Failure - "Client PIN authentication failed."

Edit the IVR Prompts

Please check with the organization's System Administrator before making any changes to EVV Phone Prompts.

1. Log in to DCI

2. Click Settings on the main menu

3. Click EVV on the submenu

4. Select EVV IVR Prompts on the flyout menu

5. Select the prompt to manage it

6. Click Actions 

7. Select Edit IVR Prompt from the drop-down menu

8.  

   1. If multi-language is enabled, multiple languages will be visible on the language tab.

9. Enter the prompt text

10.  

    1. The prompt text will be read by a computer generated voice

    2. Add an attachment by clicking Add Attachment, then select the file to upload

    3.  

       1. A voice recording attachment, like an mp3 file, can be added to the voice prompt. The system will play the attachment so users will hear a human voice instead of the computer-generated one.

    4. Update the greeting for multi-language (if enabled) and click the Translate button

11. Click Save and Yes to confirm

Listen to the IVR Prompts

1. Log in to DCI

2. Click Settings on the main menu

3. Click EVV on the submenu

4. Click EVV IVR Prompts on the flyout menu

5. Select the prompt to manage

6. Click Actions 

7. Select Edit Phone Prompt from the drop-down menu

8. If the prompt has an audio file attachment, an attachment and a mini audio player will be visible. 

9. Click the play button or download the file to listen to the prompt

Create a New Service Code with EVV and EVV Location

Enabling EVV on a service code will enable it for Phone EVV. Choose whether EVV Location is a required field.

1. Log in to DCI

2. Click Settings on the main menu

3. Click Funding Sources on the submenu

4. Search for and select the funding source

5. Click Actions 

6. Select New Service Code from the drop-down menu

7. Complete the form wizard

8.  

   1. Require EVV Location: Select Yes to make this a required field or No so that users may optionally choose it.

   2.  

      1. If location is required, a selection must be made during Phone EVV entry ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.

      2.  

         1. If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.

      3. If location is not required, "none" will be an available option.

   3. EVV Required: Select Yes to make EVV required or No if it is not

9. Click Save and Yes to confirm

Edit an Existing Service Code to Comply with EVV and EVV Location

1. Log in to DCI

2. Click Settings on the main menu

3. Click Funding Sources on the submenu

4. Search for and select the funding source

5. Scroll down and click on the service code to edit to open the service code details page

6. Click Actions 

7. Select Edit Service Code from the drop-down menu

8.  

   1. Require EVV Location: Select Yes to make this a required field or No so that users may optionally choose it.

   2.  

      1. If location is required, a selection must be made during Phone EVV entry ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.

      2.  

         1. If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.

      3. If location is not required, "none" will be an available option.

   3. EVV Required: Select Yes to make EVV required or No if it is not

9. Click Save and Yes to confirm

Create a New EVV Employee Service Account

1. Log in to DCI

2. Click Home on the main menu

3. Click Employees on the submenu

4. Enter the employee's name in the filter and click Search

5. Click anywhere in the employee row to open the Employee Details page

6. Click Actions

7. Select New Service Account from the drop-down menu

8. Complete the form wizard 

9.  

   1. Set the EVV Frequency Type: 

   2.  

      1. Clock Out Only

      2. Clock In and Out

      3. Clock In, Out, and Defined Intervals During Shift

      4.  

         1. Define the intervals in minutes for this option

      5. Clock In Only

10. Click Save and Yes to confirm

Edit an Existing Employee Service Account to Comply with EVV

1. Log in to DCI

2. Click Home on the main menu

3. Click Employees on the submenu

4. Enter the employee's name in the filter and click Search

5. Click anywhere in the employee row to open the Employee Details page

6. Click the Accounts tab

7. Select the account to be edited

8. Click Actions

9. Select Edit Account from the drop-down menu

10. Set the EVV Frequency Type:

11.  

    1. Clock Out Only

    2. Clock In and Out

    3. Clock In, Out, and Defined Intervals During Shift

    4.  

       1. Define the intervals in minutes for this option

    5. Clock In Only

12. Click Save and Yes to confirm

Phone EVV Locations

Creating an EVV location for a client associates a landline phone with that client's EVV location. While DCI does not have a phone verification service, each organization can mark a phone number as verified or not verified when creating an EVV location.

• The employee will need to be calling the IVR phone number from the phone number (landline) listed on the clients profile

•  

  • If the phone number is not listed on the client profile the result on the EVV Call Log will show an Unrecognized Number.

• If EVV Location is required by the organization and the user is calling from the associated EVV phone number, the EVV location will be automatically selected for the user.

Add a Location to an Existing Profile

1. Log in to DCI

2. Click the desired profile type from the submenu

3. Search and select the profile to add a location to

4. Click Actions

5. Select New EVV Location from the drop-down menu 

6. Complete the Add New EVV Location form wizard

7.  

   1. EVV Location Name (required) - Should be recognizable by the employee providing services

   2. EVV Location Type (required) - Residential, Commercial, or Public Space

   3. Address (required) - Enter the EVV Location address

   4. Phone Number (optional) - For phone EVV, this is the client's landline number.

   5.  

      1. Every active EVV Location for a client must have a unique phone number associated with it, if a phone number is entered.

      2. The client's landline number needs to also be listed on the client profile in the phone number field

   6. Phone Verified - Tracking done by the organization

   7. Phone Type (optional)

   8.  

      1. This list is configurable via Settings > Custom Dropdowns

      2. Examples might include Landline, Mobile, Apple, Android, etc.

   9. Phone Carrier (optional)

   10.  

       1. This list is configurable via Settings > Custom Dropdowns

       2. Examples might include local carriers or national carriers such as ATT or Verizon

   11. Begin Date (required)

   12. End Date (optional)

   13.  

       1. If no End Date is selected, the EVV location will always be available.

   14. Status (required) - Active or Inactive

   15.  

       1. Active: Location will be available when entering a punch

       2. Inactive: Location will be hidden when entering a punch

   16. Primary checkbox - Check if this is the location that should auto-populate on new punches

   17.  

       1. Only one location can be primary

8. Click Save

9.  

   1. The system will verify the EVV Location is a valid address

   2.  

      1. If it is valid, click Yes to confirm.

   3. If it is not, an error will display that reads, “Google Maps does not recognize this Location Address.” Enter a valid address to continue.

10. To view the EVV Location Details, click the EVV Locations Tab on the Profile Details page.

*For new client profiles, follow steps six through eight when completing the EVV Location tab of the Add New Client Wizard.

EVV Phone Report

1. Log in to DCI

2. Click Reports on the main menu

3. Click EVV Reports on the submenu

4. Click EVV Phone Report on the flyout menu

This report contains the following information:

EVV Call Logs

1. Log in to DCI

2. Click Settings on the main menu

3. Click EVV on the submenu

4. Click EVV Call Logs on the flyout menu

The call logs provide the following information:

Historical Phone Entries

Historical phone EVV allows users to enter time after the shift has already happened using the client's landline phone number. Because the shift is in the past, users clock in and out during the same call. Historical phone EVV requires that the client or authorized client representative be present to verify the historical time entry.

Historical phone entries are not EVV compliant and should only be used when necessary. For example, the most common reason is that the employee forgot to clock in for a shift. Another reason may be that there were urgent care needs at the beginning of the shift and the employee had to attend to the client before they were able to clock in. These should be exceptions and every effort should be made to ensure an EVV-compliant method is used completed at the time of service.

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Log in to the web portal

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Click Entries Requiring Sign Off on the submenu

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Check the box in the punch row and click S to sign off or R to reject

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Click Yes to confirm

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the shift.

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