Welcome to the EVV Self-Paced Training for the Department of Human Services Providers. As you may know, the Department of Human Services is moving from a paper based time collection system to an electronic one as of January 1, 2014. You have been asked to complete this training so you will know what to expect and what you will need to do to record your time.

What you will learn

By the end of this training you will know the answers to:

  • What is EVV
  • How will I use EVV
  • How will the customer use EVV
  • Frequently Asked Questions
  • How to get help if you need it

Who are the players?

Let's get started by going over who the players are:

  • DHS (Department of Human Services) - the program administrator
  • Customer - this is the person receiving the services, the person you, the individual provider visits
  • IP - You, the Individual Provider
  • Sandata - the company providing the EVV system
  • PayPro - the payroll company processing your paychecks

And finally,

  • DHS/DRS- comprised of DHS office staff you can contact if you have questions or need assistance. In addition, DHS/DRS is planning on having a call center available for a few months to help get your questions answered.

What is EVV?

You may be asking yourself, "What is EVV?" EVV is short for Electronic Visit Verification. It consists of you, the provider, making phone calls at the start and end of every visit and the customer verifying the visits.

The EVV system, has several main parts:

  1. The first part is for you to call your time (check in and check out) into Santrax using the customer's home telephone or cell phone.
  2. The second part is approving/certifying your time worked before you can get paid.
    1. If the customer has access to the internet, customer approval/certification and other reviews can be accomplished via the customer portal. This is a web based system where the customer will go to access information about your entries in Santrax. The customer can also make any corrections to the system via this customer portal.
    2. If the customer does not have access to the internet, you will write down your Santrax call times on a paper timesheet. At the end of each pay period the customer will review the timesheet and both you and the customer will sign it before submitting it back to your local office for processing

We will cover these methods in more detail later.

What is Santrax?

First, let's talk about Santrax and what you need to do to enter your time. It may be easier to think of Santrax as a time clock, but instead of it being a time clock hanging on the customer's wall… it's their home, government issued phone, or cell phone. That's right! Their phone can be used as a time clock.

Getting Started

To use Santrax, first, you will need a Santrax ID number. You will need this before you can use the EVV system. This will be mailed to you close to EVV Go Live on January 1, 2014. If you do not receive your Santrax ID in the mail, you should call your local DHS field office and they will be able to give you the number.

Second, you will need to record your voice biometrics. Voice biometrics are voice prints also known as voice verification or voice authentication. It is a fancy way of saying that your voice will be used as a password in the Santrax system. It will not be necessary for you to have your voice enrolled by January 1, 2014 in order to use Santrax.

The Basics - Check In

Once you have your Santrax ID, you are ready to begin using the system starting January 1st. Let's go over the basics, starting with "Checking in."

Each time you call in, you will be asked for your Santrax ID. If you have already recorded your voice print (enrolled), you will also be prompted to repeat the phrase "At Santrax, my voice is my password." If you have not yet recorded your voice print, you will not hear this prompt. Next you will be asked to press the # key to continue. Then, you will be asked to press 1, if you are checking in. Again, you will only be prompted to speak the voice print phrase if they have already recorded it.

Remember to stay on the line until you hear the system say "Received at" and the time you are calling in will be stated. This means that the system has now recorded your entry and you may hang up. To track your time manually, make sure to write down the exact time the system reads back to you.

Let's listen to what a check in call sounds like:

  • Welcome, please enter your Santrax ID.
  • [Caller enters the ID on the telephone keypad.]
  • To verify your identity, please repeat:
  • "At Santrax, my voice is my password."
  • [Caller says "At Santrax, my voice is my password."]
  • If this is a Fixed Visit Verification visit using the FVV device, press the star key to enter the visit verification numbers, otherwise, press the pound key to continue.
  • [Caller presses the pound key.]
  • Please select 1 to call in or 2 to call out.
  • [Caller presses 1.]
  • Received at 4:30.
  • Thank you. Bye.

The Basics - Check Out

Calling to check out is very similar to checking in. There are two main differences. You will need to press 2 for checking out. You will also be required to enter a two digit task ID number for the service type you provided during the visit. Again, you will only be prompted to speak the voice print phrase if you have already recorded it.

Remember to stay on the line until you hear the system say "Thank You. Bye." This means that the system has now recorded your entry and you may hang up.

Let's listen to what a check out call sounds like:

  • Welcome, please enter your Santrax ID.
  • [Caller enters the ID on the telephone keypad.]
  • To verify your identity, please repeat:
  • "At Santrax, my voice is my password."
  • [Caller says "At Santrax, my voice is my password."]
  • If this is a Fixed Visit Verification visit using the FVV device, press the star key to enter the visit verification numbers, otherwise, press the pound key to continue.
  • [Caller presses the pound key.]
  • Please select 1 to call in or 2 to call out.
  • [Caller presses 2.]
  • Received at 4:35.
  • Enter number of tasks
  • [Caller types 1.]
  • Enter task ID.
  • [Caller types two numbers.]
  • Personal Assistant.
  • You entered 1 task.
  • Thank you. Bye.

Fixed Visit Verification (FVV) Device

If the customer has been assigned a Fixed Visit Verification Device because they do not have a home phone, government issued phone, cell phone, or are not allowing the use of the phone, you will be required to use it.

When a button is pressed and released, the device provides you with a six-digit reference number. This reference number includes three numbers, a dash and then three more numbers. You will need to write down the numbers exactly as they appear, including the dashes, when checking in and checking out. These numbers correspond to a date and time recorded in the system. Remember, for every visit you should have two six-digit numbers….. one for checking in and one for checking out. When you have access to a telephone, you will be required to call the Santrax toll free number and enter the reference numbers that you wrote down. Be sure to wait at least 15 minutes after getting the numbers from the FVV before calling. The fixed verification call reference guide provides step-by-step details on using this device and making the calls.

FVV Basics

Calling in to record a fixed visit verification entry is very similar to calling in and calling out. The main differences are:

  1. the call is made 15 or more minutes after the visit is completed, but no later than the end of the day, and,
  2. you will need to enter the Client ID, which is their DHS HSP case number, and the six-digit reference numbers you wrote down from the FVV device.

Let's listen to what a call sounds like when a FVV device is being used:

  • Welcome, please enter your Santrax ID.
  • [Caller enters his Santrax ID on the telephone keypad.]
  • To verify your identity, please repeat:
  • "At Santrax, my voice is my password."
  • [Caller says "At Santrax, my voice is my password."]
  • Received at 5:07.
  • If this is a Fixed Visit Verification visit using the FVV device, press the star key to enter the visit verification numbers, otherwise, press the pound key to continue.
  • [Caller presses the star key.]
  • Please enter first Client ID.
  • [Caller enters the customer's case number on the telephone keypad.]
  • Please enter your first visit verification number or press the pound key to continue.
  • [Caller enters the first number from the FVV device.]
  • The first visit verification number is September 13 4:43 PM.
  • If this is incorrect press 1 to retry or press the pound key to continue.
  • [Caller presses the pound key.]
  • Please enter your second visit verification number or press the pound key to continue.
  • [Caller enters the second number from the FVV device.]
  • The second visit verification number is September 13 5:02 PM.
  • If this is incorrect press 1 to retry or press the pound key to continue.
  • [Caller presses the pound key.]
  • Enter number of tasks
  • [Caller types 1.]
  • Enter task ID.
  • [Caller types two numbers.]
  • Personal Assistant.
  • You entered 1 task.
  • Thank you. Bye.

Instead of waiting to hear "Thank You, bye", you should enter the next client ID if calling in FVV values for multiple customers or hang up if done.

Approving Time

After you have called in your check in and check out times, the customer will need to approve your time. All time worked must be certified/approved by the Customer. This can be done in a couple of ways:

If the customer has access to the internet, they can log in to the customer portal. This is a web based system where the customer can go to access information about your entries in Santrax. This is also where the customer will approve your time to be paid and sent to payroll.

If the customer does not have a computer with internet access, you can have your time approved/verified using a paper timesheet. Let's talk more about this.

Time Approval Paper Process

  • You must call in/out using the EVV telephony system
  • You should record the exact time of the call in/out, as indicated by the EVV telephony system, on a hand-written timesheet, please do not round the call time.
  • At the end of the pay period, a system-generated timesheet will be printed and mailed and/or emailed to you
  • For Customers without internet access you should watch your mail and/or email for the system-generated timesheet. If the system-generated timesheet arrives before the Due Date on your Payroll Schedule, you should bring it to the Customer, and you and the Customer should review, correct, and sign the system-generated timesheet and return it to the DRS office by the Due Date.
  • If a system-generated timesheet does not arrive before the Due Date...
    • You should call the DRS office to determine whether a system-generated timesheet can be printed, emailed, sent to you or picked up by you, and returned by the Due Date.
    • If so, you should bring the system-generated timesheet to the Customer, and you and the Customer should review, correct, and sign the system-generated timesheet and return it to the DRS office by the Due Date.
  • If the DRS office cannot be reached, or if a system-generated timesheet cannot be sent to you, emailed or picked up by you in time to meet the Due Date...
    • You and the Customer should sign the hand-written timesheet and deliver it to the DRS office by the Due Date.
    • If times on the hand-written timesheet do not closely match the times indicated by the EVV system when you called in/out, your paycheck may be delayed.

Time Approval Electronic Process

  • You must call in/out using the EVV telephony system
  • You should record the exact time of the call in/out, as indicated by the EVV telephony system, on a hand-written timesheet
  • At the end of the pay period, a system-generated timesheet will be printed and mailed and/or emailed to you
  • Customers with internet access should use the EVV Customer Portal website to review, correct, and approve visits for that pay period by the Due Date on your Payroll Schedule.
  • For now, you and your Customer should continue to sign the hand-written timesheet and deliver it to the DRS office by the due date, until otherwise instructed by DHS.

"You've Got Paid"

After you receive a pay check, you can log in to an online portal called "You've got Paid." This is a new and exciting feature provided to you by PayPro. On this site you can view and print your pay stubs and view your account information.

The registration process is simple. If you are interested in signing up for this feature, please contact your DRS office. You will receive an email from Pay Pro with instructions on how to set up your account.

Once you have set up your account, you will receive a secure email every time you are paid. To view your pay stubs, simply log in to "You've Got Paid" by entering your email address and password, then click on the Member tab, then click on Message History. From here, you can view or print your pay stubs.

Frequently Asked Questions

Let's go over some Frequently Asked Questions about the information we just reviewed

  • Q: What happens if I forget to call in or out? What do I do?
    • A: The visit will need to be adjusted on the Timesheet or in the customer portal by the Customer. ** This process may change and DHS reviews the initial go-live data.
  • Q: What if the phone is not available when I need to check in or out?
    • A:  The customer is aware that they need to make the phone available to you for checking in and checking out unless there is a real emergency. You should call as soon as the phone is available.
  • Q: Do I need to enter my Santrax ID and use my voice as my password every time I check in or out?
    • A: Yes. You will need to do both items when checking in or out from the toll-free number to record your visit.
  • Q: Do I need a computer to call in/call out?
    • A:  No. You will need a phone or a fixed visits verification device.

Available Support

We understand that this information is new. Although you may be excited about this new system, we know you may also have some questions.

If you need additional assistance, please contact the local office, or the DHS EVV Help Line.

Now You Know

  • EVV stands for Electronic Visit Verification
  • You and your HSP customer will start using EVV as of January 1, 2014
  • You must call in and call out to Santrax for every visit
  • EVV has two main parts - the telephone (Santrax) and the computer (Customer Portal)
  • The customer must approve the visits by signing the Timesheet or use the Customer Portal
  • Your pay stub information is available at your fingertips through PayPro's website "You've Got Paid"
  • If you need help, the DHS EVV Help Line is there to help you with any questions you may have…. Help is a phone call away.

In Closing

Thank you for completing the Individual Provider Training on Electronic Visit Verification. Have a great day!