Electronic Visit Verification Frequently Asked Questions

General Questions

A: Electronic Visit Verification (EVV) is an electronic system used by caregivers to clock in and out. It electronically documents the precise time a service delivery visit begins and ends. Arizona requires EVV for Medicaid funded home and community-based services provided through the Arizona Health Care Cost Containment System (AHCCCS) and managed care organizations (MCO).

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

A:  Starting January 30, 2022, caregivers must use EVV for each shift.  The Arizona Health Care Cost Containment System (AHCCCS)  selected Sandata as the Electronic Visit Verification (EVV) vendor.

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 by the CDCN administrative team. Please call CDCN to resolve the error in a timely manner, in order to prevent a delay in payment. The caregiver’s manual time entries will be monitored by CDCN, and paper documentation may be required.

A: All caregivers must submit time through an approved EVV option. EVV will be your new timesheet. Paper timesheets will only be accepted for Dates of Service up to the EVV launch date (January 30, 2022).

A: No. All time must be submitted through EVV. EVV is your new timesheet. The only exceptions will be for sick time, portal to portal time, and training time – which will be submitted on paper.

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

  • The Sandata mobile app. This requires a smart phone or device with location services.
  • The consumer/client landline located in their home.
  • The Sandata alternative device (Fixed Visit Verification Device, FVVD) located at the client’s home.

A: Cell phones may be provided to caregivers by the state. The state may also furnish a Fixed Visit Verification Device in approved circumstances.

A: AHCCCS is planning to host multiple information sessions for members and caregivers in the near future. Please continue to refer to the AHCCCS website for the most updated information. We also encourage you to subscribe to the email notification list to receive updated information on the EVV initiative, including outreach and training information. The link to subscribe is located on the AHCCCS website.

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: The mobile app is free to download.

Registration Questions

A: CDCN will provide further training on the three options to submit time and will register caregivers for accounts in the Sandata system. CDCN will provide login information to all caregivers. The caregiver must have a valid email address for CDCN to set up an account.

A: The mobile app can be used when EVV launches. According to the Arizona Health Care Cost Containment System (AHCCCS) the official launch is January 30, 2022.

Logging and Approving Time Questions

A: Yes, the member/representative must review and approve every shift submitted on the mobile app and web portal. The member/representative can either sign their name through the mobile app at the end of each shift or approve the shift through Sandata’s web portal within 7 days of the rendered service.

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 need to be approved by the member/representative within 7 days of the service being rendered, or preferably at the time of service. The member/representative can approve the time at the end of each shift using the mobile app. Alternatively, the member/representative can approve the time on the Sandata web portal within 7 days after the shift end. The web portal allows for time to be approved daily, multiple times a week, or weekly. 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: Caregivers can use an alternative EVV option, such as the landline phone, to clock out if available. If not available, the caregiver will need to call CDCN to indicate the correct clock out time.

A: Yes. The first caregiver who forgot to clock out would need to call CDCN to resolve their missing clock out time.

A: An alternative EVV option must be used to clock in and out, such as a landline or backup cell phone/tablet.

A: One smart device is required per caregiver.

A: The Sandata mobile app has an option for the member/representative to approve the shift using a voice recording if they are unable to sign. The landline phone is an alternate option.