EVV Contact Information
Phone number: 1-877-324-7543
Electronic Visit Verification (EVV) electronically documents the precise time a service delivery visit begins and ends. EVV is required for certain Medicaid-funded home and community-based services in Texas. Click here for information about the Cures Act.
Texas requires attendants who deliver certain Medicaid services to use Electronic Visit Verification. The EVV system makes sure your approved services are provided to you.
You must tell your provider agency or your MCO Service Coordinator immediately if:
You must return the EVV alternative device to your provider agency when you are not receiving Medicaid services anymore. You can ask the agency to remove the device from your home.
The Initial EVV Policy Training for CDS Employers is available in Spanish. You can access the computer-based training course on the HHS Learning Portal.
The policy training is tailored to the selection on Form 1722, Employer Selection for Electronic Visit Verification Responsibilities. Registrants are not required to complete the Form 1722 Pre-Course Survey. Follow the instructions throughout the course to complete and receive certification.
To translate the HHS Learning Portal to Spanish, select Español from the drop-down menu. The drop-down menu can be found in the upper left-hand corner of the webpage.
Email the HHSC EVV Mailbox at EVV@hhs.texas.gov for questions about EVV policy training.
Phone number: 1-877-324-7543
How to file a complaint:
By calling: 1-866-566-8989
People who are deaf, hard of hearing or speech impaired can call any HHSC office by using the toll-free Texas Relay service at 7-1-1 or 1-800-735-2989.
On the internet:
Online Submission form (only works with Internet Explorer)
Texas Health and Human Services Commission
Office of the Ombudsman, MC H-700
P.O. Box 13247
Austin, TX 78711-3247
By fax: 1-888-780-8099 (Toll-free)
Yes, if you get services that require EVV. You must allow your attendant to clock-in when they begin and clock-out when they end services using one of the acceptable methods. EVV is required for certain home and community-based services, such as Personal Attendant Services, Protective Supervision, Personal Care Services, In-home Respite, Flexible Family Support, and Community First Choice.
If you choose Consumer Directed Services or the Service Responsibility Option, you do not have to use EVV until January 1, 2020.
Attendants must use one of the following to clock-in and clock-out:
You are not allowed to clock-in or clock-out of the EVV system for the attendant for any reason. If you clock-in or clock-out for your attendant, a Medicaid fraud referral may be made to the Office of Inspector General, which may end up affecting your ability to get services.
If you do not have a home landline telephone or do not want your attendant to use your home landline phone, tell this to your attendant or nurse as soon as possible.
The following are two options available other than your home landline that your attendant may use to clock-in and clock-out.
CDS/SRO: Also, remember if you choose the Consumer Directed Services option or the Service Responsibility Option, the EVV requirements do not apply until Jan. 1, 2020. Under these two programs, attendants may use the CDS employer’s cell phone to clock in and out of the EVV system.
Yes. EVV does not change the location where you get services. You can get services in accordance with your service plan and the existing program rules, at home and in the community.
Please contact your provider agency representative or health plan’s service coordinator if you have any questions or concerns.
For more information on EVV, please visit our website at hhs.texas.gov/node/2639
Failure to follow your responsibilities may result in a Medicaid fraud referral or your services may be denied, suspended or terminated.
Guidance to Ensure CDS Employees are Paid Timely for Services Delivered on and After Jan. 1(PDF) – This document provides information for Consumer Directed Services (CDS) employers and Financial Management Services Agencies (FMSA) to ensure CDS employees are paid on-time for delivering EVV-required services on and after Jan. 1. All visits for an EVV-required service provided on and after Jan. 1 must be documented in the EVV system.
21st Century Cures Act, Section 12006 – Follow the link to learn more about the 21st Century Cures Act passed December 2016.
Texas Health & Human Services_EVV – This document provides more information on the Electronic Visit Verification system.
For more information:
Email EVV policy questions to HHSC Electronic Visit Verification: EVV@hhs.texas.gov
Email CDS policy questions to HHSC CDS Policy: email@example.com