Phone EVV IVR (Interactive Voice Response) Punch with Care Notes

Description: In this topic, the user will learn how to create a real-time (at the time of service) EVV-compliant punch, as well as a historical (after the service was completed) non-EVV-compliant punch on a landline phone. 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 (real-time entry). 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 responses by using the landline keypad. Each organization has the ability to configure specific automated prompts. The questions used by organizations may vary.

Role Required: Employee (base user)

Permission Required: N/A

1 Real-Time Phone EVV Clock In
2 Real-Time Phone EVV Clock Out
3 Historical Phone EVV Entry

Real-Time Phone EVV Clock In

The following is an example of how to clock in using phone EVV for real-time, EVV-compliant punches. Please note that the questions or voice prompts at each organization may be different. The process takes three to five minutes to complete.

Arrive at the client's home to begin the shift. Prior to starting, use the client's landline phone to dial the phone number provided by the organization. If the organization has more than one language option, the phone number associated with the preferred language will be provided.
1. If multilingual is enabled for the instance, an automated voice will prompt for language selection (i.e., Select 1 for English, Select 2 for Spanish). Use the keypad to make a selection. The system will now read the prompts in the preferred language.
2. Please note:
  1. 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.
  2. 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.
    1. There are two ways to resolve this issue:
      1. Option 1 (Permanent Fix):The client can contact their phone service provider and request that outgoing Caller ID blocking be removed from their phone line.
      2. 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.
An automated voice will prompt for the last four digits of the employee's social security number on the landline keypad.
When prompted enter the employee's four-digit PIN provided by the organization. See the article Change or Add PIN for assistance.
When prompted enter the employee's month and day of birth (i.e., January 1st - enter 01 01)
When prompted press 1 for hourly services
The system will read the name(s) of client associated with the landline phone number. Press the number on the keypad associated with the client (i.e., press 1 for John Smith).
Press 1 for real time. The options will be to press 1 for real time or 2 for historical entries.
Press the appropriate number to confirm the service code (i.e., respite)
1. If more than one service code, the system will read all service codes available (i.e., press 1 for respite, press 2 for attendant care).
Depending on organizational settings, the available balance may be announced. Press 1 to continue.
1. Move on to the next step if the balance is not announced
Select clock in EVV Location
1. If required by the organization, a selection must be made ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
  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.
2. If not required by the organization, "none" will be an available option.
Press 1 to save the entry and clock in
The recording will read back the punch details and then disconnect

Real-Time Phone EVV Clock Out

The process for clocking out will be similar to the process for clocking in. Please note that questions or voice prompts at each organization may vary. The process takes three to five minutes to complete.

At the end of the shift, use the client's landline phone to dial the phone number provided by the organization. If the organization has more than one language option, the phone number associated with the preferred language will be provided.
1. If multilingual is enabled for the instance, an automated voice will prompt for language selection (i.e., Select 1 for English, Select 2 for Spanish). Use the keypad to make a selection. The system will now read the prompts in the preferred language.
An automated voice will prompt for the last four digits of the employee's social security number on the landline keypad.
When prompted enter the four-digit PIN provided by the organization. See the article Change or Add PIN for assistance.
When prompted enter the employee's month and day of birth (i.e., January 1st - enter 01 01)
The system announces that there is an open punch. When prompted, press 1 to confirm closing the punch.
1. [5.1.1] Before Closing the Punch, the system asks, “Do you want to Track any Goals for this Punch?”
  1. [5.1.A] Select 1 for Yes to Track Goals for this punch. The system will begin stating the associated Goals for the Client. For each Goal stated, the user can select from the following options:
    1. [5.2.1] Select 1 for Yes to Track Goal. The system will begin stating Tasks assigned to the Goal. For each Task, the user selects one of the following options:
      1. [5.2.A]Select 1 for Yes to result the Task. The user will be given the options:
        Met
        Not Met
        Barrier
        Counted Refusal
        N/A
        If the Task does not include any questions, the system states “Task result submitted” and resumes stating Tasks for the parent Goal, see 5.2.1.
        [5.3] If the Task does include questions, the system states, “This Task contains questions, would you like to answer any questions for this Task?”
        [5.3.A] Select 1 for Yes, to answer questions. The system will list question 1 and ask, "Do you want to answer this question?"
        Select 1 for Yes to answer the question. The system will list possible answers for the user to select from.
        Use keypad options 1-7 to select answers.
        After selecting an answer, the system states "This answer has been recorded" and proceeds to the next question.
        Select 2 for No, to not answer the question. The system will list the next question.
        Please note: If any questions are marked as required and have not been answered, the system states, “Not all required questions are answered, do you want to hear required questions?”
        Select 1 for Yes to repeat list, but only list required questions
        Select 2 for No to progress to next Task (see 5.3 above) or next Goal (see 5.1.A above) if all Tasks have been listed.
        After progressing through all questions, the system repeats from the step above and asks "This Task contains questions, would you like to answer any questions for this Task?” [See 5.3 above]
      2. [5.2.B] Select 2 for No, do not result Task. The system will proceed to the next Task (see 5.3 above)
      3. After progressing through all Tasks, the system states, “Would you like to continue or repeat Tasks for this Goal?”
        Select 1 to continue. The system lists the next Goal (see 5.1.A above).
        Please note: If any Tasks are marked as required and have not been resulted, system will state, “Not all required Tasks are resulted, do you want to hear required Tasks?”
        Select 1 for Yes to hear required Tasks
        Select 2 for No and continue to next Goal (see 5.1.A above) or “Would you like to publish care note” question.
        Select 2 to repeat the list (step 5.2.1 above)
    2. [5.2.2] Select 2 for No, do not Track Goal. The system lists the next Goal (see 5.1.A above).
      1. If the service code setting Require Care Notes is No, the system continues to step 6: Select clock out EVV location.
      2. Please note: If the service code setting Require Care Notes is Yes, the system states, “Care Notes are required for this Punch, would you like to”:
        “Track Goals, select 1” (see 5.1.1 above)
        “Leave Punch open for now, select 2”
    3. Once all Goals have been listed, the system states, “All Goals that can be tracked for this Punch have been listed, select:”
      1. Select 1 “To continue Clocking Out”
      2. Select 2 “To repeat Goals”
    4. Once the user has responded to all Goals, The system asks, “Do you want to Publish this Care Note?”
      1. Select 1 for Yes to publish the Care Note. Continue to step 6: Select clock out EVV location if applicable.
      2. Select 2 for No to not publish the Care Note. The system continues to step 6: Select clock out EVV location if applicable. The system does not publish the Care Note, but allows the user to opt out and complete the entry.
        Please note: If the Require Care Note setting on the service code is set to Yes, the care note must be published even if there are no required tasks. Additionally, if the goal has at least one active task, the task must be resulted to publish the care note.
  2. [5.1.B] Select 2 for No, do not Track Goals for this punch. The system will continue to the next prompt, select clock out EVV Location.
    1. Please note: If the Service Code setting Require Care Notes is Yes, the system states, "Care Notes are required for this Punch, would you like to"
      1. "Track Goals, select 1" (See step 5.1.A above)
      2. "Leave Punch open for now, select 2"
    2. If the Service Code setting Require Care Notes is No, the system proceeds to the next prompt, clock out EVV Location.
Select clock out EVV Location
1. If required by the organization, a selection must be made ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
  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.
2. If not required by the organization, "none" will be an available option.
If required by the organization, the system will read each task/statement.
1. Select 1 if the task was completed or 2 if the task was not completed (e.g., personal hygiene - press 1 for yes or 2 for no).
2. Select at least one statement/task or the call will disconnect, and the process must be restarted.
The punch is now closed, and the employee is clocked out. Press 2 to disconnect or 1 to open a new punch.
1. Note: The system logs the user’s clock out time at the end of the IVR workflow when the goodbye message is given.