Module 9: EVV & Documentation

Illinois Department on Aging Training Program

Learning Objectives

• Understand HHAeXchange EVV system
• Demonstrate clock-in/clock-out procedures
• Accurately document care activities and incidents

Electronic Visit Verification (EVV)

Federal law (21st Century Cures Act) requires EVV for all Medicaid-funded personal care services.

EVV electronically verifies:

• ✓ Type of service performed
• ✓ Individual receiving service
• ✓ Date of service
• ✓ Location of service delivery
• ✓ Individual providing service
• ✓ Time service begins and ends

⚠️ IMPORTANT: Failure to clock in/out properly can result in non-payment for your services and audit issues.

1. Mobile App: Download "HHAeXchange" from App Store or Google Play
2. Telephony: Call 1-844-222-4425 and enter your PIN
3. Fixed Device: Some clients have dedicated tablets

Using Mobile App:

1. Open HHAeXchange app on your phone
2. Log in with your username and password
3. Tap "Clock In"
4. Verify client name and address
5. Allow GPS location access
6. Confirm you are at client's home
7. Take a photo if required
8. Tap "Submit"

✓ Confirmation message will appear. Screenshot it for your records.

Using Telephony System:

1. Call 1-844-222-4425
2. Enter your caregiver PIN when prompted
3. Enter client's phone number or ID
4. Press 1 to clock in
5. Listen for confirmation number
6. Write down confirmation number

• ✓ Clock in WITHIN 5 MINUTES of arriving at client's home
• ✓ You must be physically present at the service location
• ✗ Do NOT clock in early from your car
• ✗ Do NOT clock in before arriving
• ✗ Do NOT clock in if client is not home

Mobile App:

1. Open HHAeXchange app
2. Tap "Clock Out"
3. Verify client information
4. Select services provided (checklist)
5. Add any notes about the visit
6. Tap "Submit"
7. Save confirmation number

You will be asked to select all services you performed:

• □ Personal Care (bathing, grooming, dressing)
• □ Meal Preparation
• □ Light Housekeeping
• □ Medication Reminders
• □ Companionship
• □ Transportation
• □ Laundry
• □ Grocery Shopping

Only select services you ACTUALLY performed during this visit.

Problem: GPS not working or wrong location

Solution: Ensure location services are enabled in phone settings. Call telephony system as backup.

Problem: App won't let me clock in

Solution: Check if you're scheduled for that time. Verify client information. Call support: 1-855-472-8800

Problem: Forgot to clock in/out

Solution: Notify supervisor immediately. Complete a manual timesheet. Document the situation.

Problem: Client's phone is disconnected

Solution: Use your mobile phone app or your own phone to call telephony system.

What to Document in EVV Notes:

• Client's Condition: General appearance, mood, energy level
• Services Provided: Specific tasks completed
• Changes/Concerns: Any unusual observations
• Client Response: How client tolerated care
• Refusals: If client refused any service

Sample Visit Notes:

• ✗ Don't use abbreviations
• ✗ Don't document services you didn't perform
• ✗ Don't leave fields blank
• ✗ Don't wait until end of week to document
• ✗ Don't share your login credentials

State auditors review EVV data for:

• ✓ Timely clock in/out within scheduled time
• ✓ GPS location matches client address
• ✓ Services documented match care plan
• ✓ No duplicate visits or overlapping times
• ✓ Complete visit notes

Non-compliance can result in payment denials and agency penalties.

Quick Reference Card:

Support Numbers:

• HHAeXchange Support: 1-855-472-8800
• Telephony System: 1-844-222-4425
• Your Supervisor: [Listed in your hire packet]

Module 9: EVV & Documentation | Version 1.0