Client - Phone EVV Punch
Description: In this topic, the client will learn about landline phone EVV punches. Phone EVV is an option for clients who live in regions that have little or no access to a cellular or internet network but do have landline phone access. This option allows the client to receive service while meeting the requirements for EVV.
Phone EVV is an IVR (interactive voice response) automated phone system meaning that the automated voice on the phone will ask questions and the user will enter a response by using the landline keypad. Each organization has the ability to configure automated prompts.
*Please note: Phone EVV must be used with a landline phone and can be used for both real-time (at the time of service) or historical (after the service was completed) entries.
Role Required: Client, Guardian
Permission Required: N/A
Real-Time Phone EVV
The employee will use the client's landline phone to clock in at the start of the shift and clock out at the end of the shift. There is no action or sign off needed on the part of the client for real time phone EVV.
Please Note:
An employee may receive a prompt stating that the phone number is not recognized or not associated with any client profile, even when calling from the client’s landline. This typically happens when the call is not coming from the phone number listed on the client’s profile.
In some cases, this can also occur if the client’s phone line has outgoing Caller ID blocking enabled, causing their number to appear as anonymous.
There are two ways to resolve this issue:
Option 1 (Permanent Fix): The client can contact their phone service provider and request that outgoing Caller ID blocking be remove from their phone line.
Option 2 (Per-Call Fix): The employee can dial *82, followed by the phone number they are calling. This temporarily disables Caller ID blocking for that call and must be done each time.
Historical Phone EVV
Historical phone EVV allows the employee to log time after the shift has already happened. Historical time entries can happen for many reasons such as the employee forgot to clock in for a shift or 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.
The client or authorized representative must be present to approve a historical phone EVV entry.
The employee enters the shift information into the landline phone
The employee hands the landline phone to the client or authorized client representative to verify the historical entry
The client or authorized client representative Presses 1 when ready
The client or authorized client representative listens to the punch details and Presses 1 to Accept or 2 to Reject the punch entry
The client or authorized client representative enters their PIN (four-digit number provided by the organization) to validate
Please note: This is not the employee PIN. The client has a unique PIN.
The call will end automatically after the client or authorized representative has provided their PIN and the historical entry has been recorded