Service Facilitator Newsletter

Welcome to the October Service Facilitator (SF) Newsletter. Here are the latest updates from Consumer Direct Care Network Virginia (CDVA).

REMINDERS

How to Get in Touch With Us

Please send your questions to VAReferrals@ConsumerDirectCare.com. You will receive a response within 24 business hours.

For improved communication with SFs, we have begun:

  • Monthly virtual meetings with the CDVA leadership and SF agencies.
  • Monthly virtual meetings of topic instruction.
    • The next training is tentatively scheduled for January 23, 2025 at 10am.

Fiscal Agent Request Form (FARF)

The FARF is used to communicate a change that will affect the Participant’s services. Service requests are:

  • Employer of Record (EOR) Change – Participant changing their EOR.
  • Fiscal/Employer Agent (F/EA) to F/EA – Participant changing from one FEA to another.
  • Managed Care Organization (MCO) Change – Participant lost eligibility and gained eligibility again.
  • New Consumer – Participant beginning their self-directed services.
  • SF Change – Participant changing to a new SF.

Ways to submit a FARF:

Payroll Interactive Voice Response

The CDVA Payroll Interactive Voice Response (IVR) system is a self-serve option for EORs to access hours submitted and respite amounts. Attendants can also access pay amounts and hours submitted. EORs and Attendants can call in and follow the IVR prompts for any payroll related information.

We have direct phone numbers for Aetna, DMAS, and Sentara Health Plans:

  • Aetna 888-444-2418
  • DMAS 888-444-8182
  • Sentara Health Plans 888-444-2419

Users will need their seven-digit CDVA ID number and their PIN when they call. The default PIN is 1234. To change a PIN, EORs and Attendants can email InfoCDVA@ConsumerDirectCare.com or call CDVA.

Update Agency Information

SFs must create a DirectMyCare web portal account to gain access to Participants associated with their agency. If there are any SFs who do not have access to the DirectMyCare web portal, please encourage them to register. The agency admin should advise CDVA of any SFs who should be associated with their agency.

Please be sure to send CDVA agency updates including emails, addresses, phone numbers, and active Service Facilitators within your agency. You can email VAReferrals@ConsumerDirectCare.com to update any information on file.

PROGRAM UPDATES

16-hour Daily Limit

Attendants supporting a Participant in the Consumer Direction program are limited to working 16 hours per day. This was a recent legislative change during the last meeting of the General Assembly. This applies to:

  • Respite, Attendant, and companion care service hours.
  • Any Attendant regardless of their live-in status.
  • Any Attendant regardless of their relationship to the Participant or EOR.

Tasking Requirement

Effective January 1, 2025, Attendants must document daily tasks performed during each shift in the F/EA system regardless of live-in status. Payment will only be made for services that are documented in the plan of care. Unauthorized tasks performed by the Attendant may be subject to payback.

30-day Shift Submission

Effective January 1, 2025, Attendants must submit shifts and tasks performed within 30 calendar days from the date of service. If shifts are not submitted within 30 calendar days, the shifts may be denied unless the shifts meet one of the following four exceptions:

  • Background Check Delay (Criminal History Record Name Search Request and/or Child Abuse and Neglect Central Registry Records Check if caring for a minor under the age of 18): The Attendant is unable to submit shifts due to pending criminal background results beyond 30 days. Upon receipt of a passed criminal background check the Attendant may submit shifts worked after 30 calendar days for reimbursement.
  • Eligibility: The Attendant is unable to submit shifts due to unforeseen issues with the Participant’s eligibility. Once the Participant’s eligibility has been reinstated, the Attendant may submit eligible shifts worked after 30 calendar days for reimbursement.
  • Enrollment Delay: The Attendant is unable to submit shifts due to unforeseen delays with the enrollment process. Once the enrollment packet has been successfully processed and the Attendant is in a good-to-go status, the Attendant may submit shifts worked after 30 calendar days for reimbursement.
  • Service Authorization Delay: The Attendant is unable to submit shifts due to unforeseen delays with the Participant’s service authorization. Once the Participant’s service authorization is loaded in the F/EA’s portal, the Attendant may submit eligible shifts worked after 30 calendar days for reimbursement.

NEW AT CDVA

Electronic Visit Verification (EVV) – CDVA Has a New App

CareAttend is CDVA’s new EVV mobile app for submitting time. Trainings are available every Monday at 12pm through the end of the year. As a reminder, there are two EVV methods to submit time: the CareAttend mobile app and Interactive Voice Response (IVR).

Molina Healthcare Transition From ACES$ to CDVA

CDVA is partnering with Molina Healthcare to provide F/EA services. Participants and Attendants will transition from ACES$ to CDVA on October 31, 2024. CDVA is emailing all enrollment packets to EORs and Attendants. Please encourage all Participants who are impacted by this transition to complete their CDVA enrollment paperwork.

Sentara Health Plans Townhalls

Please join Sentara Health Plans, DMAS, and CDVA for a consumer directed program training on November 12, 2024 at 10am or November 14, 2024 at 1pm.

  • Sentara Health Plans will provide refreshers on Electronic Visit Verification (EVV), Legally Responsible Individuals (LRI), program roles, and 2024 added benefits.
  • DMAS will provide important updates about new requirements and changes coming to EVV process.
  • CDVA will train on DocuSign, present resources, and introduce their new mobile application.

On the day of the training, click the “Join the Meeting Now” link below the date you wish to attend. You will be connected to the virtual training directly.

November 12, 2024
10am-1pm EST
Join the Meeting Now

November 14, 2024
1-4pm EST
Join the Meeting Now

DirectMyCare Web Portal Validation Update

All new users are registered automatically for the DirectMyCare web portal. They only need to complete the validation process. The registration process for Care Coordinators, Designated Representatives, and SFs has not changed. They will still need to complete regular DirectMyCare.com registration. The official one-page instructions and new video are available on the CDVA website: ConsumerDirectVA.com/Training-Materials.

Here are the new steps for the web portal validation process:

  1. Go to DirectMyCare.com, click Sign In, and then Forgot your Password.
  2. Enter the email address used on the enrollment packet. Click Send Verification Code. Once you receive the verification code, enter the code and click Verify.
  3. Enter and confirm a new password and click Continue.
  4. Enter the last four digits of your Social Security Number and click Continue to successfully log in.

The EOR 101 One-Pager

The EOR 101 one-pager is available on the training materials page on the CDVA website. This document provides an explanation of the EOR’s role and responsibilities.

Sick Leave

To be eligible an Attendant must:

  • Work an average of 20 hours per week or 90 hours per month.
  • Have all time worked approved by the EOR no more than 20 days after the end of the quarter.

If the Attendant meets this criteria, they will earn one hour of sick leave for every 30 hours worked. Sick leave must be entered using the DirectMyCare web portal. Any Attendant with unused sick leave at the end of the fiscal year may carry over up to 40 hours into the next fiscal year. Sick leave can be used in 15-minute increments. Attendants may continue to use these hours during the eligibility process.

Sick time balances have rolled over to CDVA for Attendants who transitioned.

10-Step Enrollment Process

CDVA added a new training document to our website that outlines the Attendant and EOR enrollment process. This document will explain all the steps from receiving the FARF to the Attendant receiving their first paycheck. It can be found under the training materials page of our website.

CDVA Website Announcements

Please regularly check out our Announcements section on the home page of our website for all upcoming or new announcements from CDVA.

If you have questions about the Service Facilitator Newsletter, please email us at VAReferrals@ConsumerDirectCare.com.