Electronic Visit Verification Frequently Asked Questions

A: Electronic Visit Verification (EVV) is a computer-based system used by caregivers to clock in and out. It electronically documents the precise time a service delivery visit begins and ends. Texas requires EVV for Medicaid funded home and community-based services provided through the Texas Health and Human Service Commission (HHSC) and managed care organizations (MCO).

For more EVV specific information, please refer to the HHSC website.

A: We began using EVV on January 1, 2021. Use is federally mandated per the 21st Century Cures Act EVV requirement for FMS services.

For more info visit the HHSC 21st Century Cures Act web page.

1. I forgot to clock in/clock out
2. My phone or tablet was not working
3. The App is not working
4. I don’t have a phone or tablet
5. My member had an emergency
6. I clocked in/out at the wrong time

A: When issues arise and you are unable to clock in/out, an adjustment to the shift or a manual time entry will need to be made during the visit maintenance process in Vesta EVV CDS.  Depending on the option you choose, there may need to be a correction form completed by the caregiver and submitted to the EOR for approval. The EOR will need to review and approve the time. The caregiver’s manual time entries will be monitored by HHSC and the MCOs. Continued noncompliance by the caregiver/EOR may result in disenrollment from the FMS program.

A: EVV replaced paper timesheets. Paper timesheets are no longer accepted.

A: All time must be submitted through EVV. The only exception is for StarPlus nursing services and transportation services.

A: There are three approved ways to submit EVV shifts:

• The Vesta mobile app. This requires a smart phone or device with location services.
• The consumer/client landline located in their home.
• The Vesta alternative device located at client’s home.

A: Medicaid members may be eligible for a free cell phone to assist with the transition to EVV. If you are enrolled with HHSC, you may be eligible through the Texas Lifeline Program:

• Assurance Wireless: 1-888-898-4888

A: Using the mobile app does not change your pay schedule. It does however, reduce common errors found on paper timesheets that can delay your pay, so you are more likely to be paid on time.

A: Please see the Spending Summary on the CDCN Web Portal at MyDirectCare.com.

A: Less than 100 MBs per month. The app does not need to run continuously and pull data while you work.

A: The mobile app is free to download.

A. Please see the step-by-step Registration Guide on the Vesta website.

A: The mobile app can be used immediately after registering. CDCN will provide you the information you need to register.

A: Yes, the EOR must review and approve every shift submitted on the mobile app and web portal.

A: Yes. To be compliant with the 21st Century Cures Act EVV requirements, time worked must be logged in real time. Time must be entered by the caregiver at the beginning and end of each shift.

A: Shifts may be approved by the EOR at any time, preferably by the published payroll deadline. The EOR can approve the time at the end of each shift using the mobile app. Or the EOR can approve the time on the Vesta web portal at any time after the shift end. The web portal allows for time to be approved daily, multiple times a week, weekly or every two weeks. We recommend time is approved daily or multiple times a week.

A: Each service type must be logged separately in real time as it is worked. The caregiver will need to stop their current shift and start a new shift each time the service type changes. A caregiver may have several shifts logged for each day if they change services throughout their shift.

A: When issues arise and you are unable to clock in or out, an adjustment to the shift or a manual time entry will need to be made during the visit maintenance process in Vesta EVV CDS. Depending on the option you choose, there may need to be a correction form completed by the caregiver and submitted to the EOR for approval. The EOR will need to review and approve the time. The caregiver’s manual time entries will be monitored by HHSC and the MCOs. Continued noncompliance by the caregiver/EOR may result in disenrollment from the FMS program.

A: Yes, time can be started by the new caregiver using any one of the three options. The EOR will need to make the adjustment for the first caregiver that did not end their shift in Vesta web portal.

A: Yes, you may start and stop time using any of the options available even if different than the one you started with.

A: Time can be submitted using the other two options if they are set up. If not then it will be need to be entered through the visit maintenance process in Vesta web portal. When issues arise and you are unable to clock in or out, an adjustment to the shift or a manual time entry will need to be made during the visit maintenance process in Vesta EVV CDS. Depending on the option you choose, there may need to be a correction form completed by the caregiver and submitted to the EOR for approval. The EOR will need to review and approve the time. The caregiver’s manual time entries will be monitored by HHSC and the MCOs. Continued noncompliance by the caregiver/EOR may result in disenrollment from the FMS program.

A: One smart device is required per caregiver.

A: The landline phone is an alternate option.