Electronic Visit Verification (EVV) Frequently Asked Questions (FAQs)

EVV FAQ Topics:

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Contact Information

Who do I contact with questions?

All questions should be directed to DXC Provider Services at 1-866-690-5585, option 3.

When do I contact Sandata?

If you are utilizing an alternative EVV system and have already contacted DXC Provider Services with your intent to integrate your alternate EVV system, Sandata will be your point of contact about your EVV system.
If there is a delay in the response from Sandata, please include DXC Provider Services (MaineCareEVV@MolinaHealthCare.com) and use the subject "Alt. EVV Assistance" so that DXC Provider Services can help with the follow up.

Who do I contact to reset my password or unlock my account?

Please contact DXC Provider Services (1-866-690-5585, option 3).

Who do I contact for questions about the EVV Welcome Kit?

Please contact DXC Provider Services (1-866-690-5585, option 3).

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EVV Applicable Service Codes

Where can I find the specific codes that are required under EVV?

Please see the Service Codes document on the EVV webpage for applicable EVV service codes.

What services require EVV on January 1, 2020?

PCS and HHCS that require in-home visits by a provider through the following sections of the MaineCare Benefits Manual will require EVV on January 1, 2020:

  • 12, Consumer-Directed Attendant Services
  • 19, Home and Community-Based Services for the Elderly and Adults with Disabilities
  • 20, Home and Community-Based Services for Adults with Other Related Conditions
  • 21, Home and Community-Based Benefits for Members with Intellectual Disabilities or Autism Spectrum Disorder
  • 28, Rehabilitative and Community Support Services for Children with Cognitive Impairments and Functional Limitations
  • 29, Support Services for Adults with Intellectual Disabilities or Autistic Spectrum Disorder
  • 96, Private Duty Nursing and Personal Care Services

What services require EVV on January 1, 2023?

Any services that require an in-home visit by a provider through Section 40, Home Health Services and Section 43, Hospice Services will require EVV On January 1, 2023.

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EVV Portal

Where can I access the EVV Portal?

After logging into your Trading Partner account on the Health PAS Online Portal go to the Account Maintenance drop down menu and choose "EVV Portal." A new tab will open on your browser that will allow you to enter the log-in credentials identified in your Welcome Kit (this includes: username, temporary password, and EVV Agency ID).

What equipment is required to utilize the EVV system?

A laptop or personal computer is be required to access the EVV Portal. A smart device is be required to access the Sandata mobile application (MVV). An iPad or tablet is considered a smart device, but a laptop is not considered a smart device. A cell phone or landline phone is be required to access the Sandata Telephonic Visit Verification (TVV) phone line.

Is the data that is collected through the EVV system going to be available for providers to export?

Yes, there are a standard set of reports that is available in the Reports module. If you are utilizing an alternate EVV system, you will be able to view the records within the Sandata Aggregator system.

Is there additional functionality that is available in Sandata's application that is not currently offered within Maine's EVV system?

Sandata also offers a scheduling module. This is not currently available in our Maine EVV System. Maine's EVV solution was designed only to meet the federal requirements outlined in the 21st Century Cures Act.

Is French a supported language option in the EVV system?

French is not an available language in the Sandata EVV system,but the Department may consider adding it in the future.

Who is Sandata and what is their connection to MaineCare and the EVV requirement?

The State of Maine has contracted with DXC to implement the EVV requirement and DXC has partnered with Sandata to offer an open EVV system for provider use. Sandata is a leading provider of managing and optimizing the delivery of home care services with a successful track record of implementing EVV solutions nationally for over 12 years, with a total of 3,500+ providers and 1.8M recipients supported.

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Exceptions

Are providers responsible for locating and correcting errors within their EVV records?

Yes. If there are errors with the visit records captured, exception flags will be identified on the visit record and must be addressed in order to be considered a verified visit. Some exceptions can be cleared simply by acknowledging them, while other exceptions require data corrections. The process of identifying, and correcting or acknowledging errors is covered within EVV trainings and EVV Training Video's available through LMS. The process for identifying and correcting or acknowledging errors is also outlined in the EVV User Guide, which can be accessed through the EVV portal.

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Visit Verification

What if a member is unable or refuses to sign or speak to verify a visit?

This will generate an exception that will need to be addressed through the EVV Portal.

Can providers access the voice and written signatures?

Yes. If the provider has the appropriate user role assigned in the EVV Portal, the voice recording and signature will be accessible.

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Mobile Visit Verification (MVV): Sandata Mobile Connect Application

Where do I download the Sandata Mobile Connect application?

The Sandata Mobile Connect (MVV) application can be downloaded from the Google Play Store or the Apple App Store.

Who should I contact about issues with the Sandata Mobile Connect application?

Contact DXC Provider Services at 866-690-5585 option 3.

Is there a cost for use of the Sandata mobile application?

No, there is no cost to the provider or caregiver for the use of the State EVV system, including the Sandata Mobile Connect Application.

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Passwords for the EVV Portal and Sandata Mobile Connect (MVV) Application

What are the password rules?

Passwords are set to expire after 90 days for both the EVV portal and Sandata Mobile Connect (MVV) application. The system will store the last 24 passwords used and not allow them to be re-selected when a user is resetting their password. Please note that although the caregiver may share the same email for both the Sandata EVV Portal and Sandata Mobile Connect (MVV) application, passwords are managed separately, and each platform requires its own password.

What are the rules for failed login attempts that result in user accounts being locked out?

A user will be locked out after five failed attempts within 30 minutes. Please contact DXC Provider Services (1-866-690-5585, option 3) if you require assistance with EVV account lock-out.

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GPS

If cellular service is not available at the time of service, how is the GPS data transmitted?

GPS functionality within MVV is not dependent upon cellular service and can still be used even when cellular service is not available; this data entry mode utilizes Satellites for GPS positioning (not cellular service) and will transmit data once reconnected to cellular service.

Is the system tracking me everywhere I go?

No. GPS will only activate at the time of check-in and check-out.

How will GPS inaccuracies or errors be handled?

A half mile "buffer" area is allowed for rural areas and incorrect addresses; otherwise, an exception will be generated if appropriate.

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Telephonic Visit Verification (TVV)

What if the provider and member do not have access to a cell phone or landline?

If a smart device and landline are not available, Provider's will need to manually enter a visit through the EVV Portal. An exception will be created for this visit. Providers are encouraged to utilize the notes feature detailing the need for a manual visit.

What equipment is required to utilize the TVV system?

A cell phone or landline phone will be required to access the Sandata TVV phone line.

Can a provider use their personal phone to call in and out?

Yes.

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Alternate EVV Systems

Who do I contact with questions about integrating my alternate EVV system with the Sandata Aggregator system?

Please contact DXC Provider Services (1-866-690-5585, option 3), or email DXC Provider Services.

What is the process for initiating EVV system integration?

The first step in the process is to review Alternate EVV System Information located on the EVV Maine.gov website and notify DXC DXC Provider Services (1-866-690-5585, Option 3; TTY users dial 711) of "Intent to Integrate". The Call Center representative will notify Sandata to begin the Alternate EVV System Integration process.

How long does the Alternate EVV System Integration process take?

The Alternate EVV System Integration process depends on how quickly the provider or vendor complete their respective steps of the process. Providers are encouraged to plan on a minimum of eight weeks for the alternate EVV system integration. Completion within eight weeks is contingent upon the provider's and vendor's close attention to the process.

Are there any fees associated with integrating an alternate EVV system and the Sandata system?

No, there is no integration fee associated; however, if there are changes necessary for your alternate EVV system to be MaineCare compliant, it is the provider's responsibility to bring that system into compliance.

Which Alternate EVV System vendors have successfully integrated with Sandata in other states?

Alt. EVV Vendor Product Name
Alora Health Alora Plus
Ampersand International, Inc VisitCall
CellTrak CellTrak
Complia Health - ContinuLink ContinuLink
McKesson McKesson
Maxim MaximCare Mobile
Axxess Axxess
Brightstar ABS

Note: This is not a pre-approved list of Maine vendors. Any provider who intends to use one of the above vendors will still need to complete the full Alternate EVV System Integration process to ensure compliance with MaineCare's EVV requirements.

Which Alternate EVV System vendors in Maine are currently working through the integration process with Sandata?

  • Wellsky
  • ERSP
  • Maxim Healthcare Services - MaximCare Mobile
  • Second Solutions, Inc. - Generations
  • CareVoyant
  • Therap Services
  • Matrix Care

Note: This is not a pre-approved list of Maine vendors. Any provider who intends to use one of the above vendors will still need to complete the full Alternate EVV System Integration process to ensure compliance with MaineCare's EVV requirements.

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Claims Submission

Will EVV take the place of claims submissions?

No, there is no change to the claims submission process.

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Member Communication

How are members receiving communication about this new process?

The MaineCare Member Handbook includes EVV information. The Department also sent a letter to all MaineCare members about EVV and what they can  expect.

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Reimbursement

Is MaineCare offering any financial assistance for providers to assist with costs of the transition to utilizing an EVV system?

No funding is available for EVV transition costs at this time.

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