Description: In this topic, the user will learn how to create a real-time (at the time of service) EVV-compliant punch, as well as a historical (after the service was completed) non-EVV-compliant punch on a landline phone. Phone EVV is an option for clients who live in regions that have little or no access to a cellular or internet network but have landline phone access. This option allows the client to receive service while meeting the requirements for EVV (real-time entry). Phone EVV is an IVR (interactive voice response) automated phone system meaning that the automated voice on the phone will ask questions and the user will enter responses by using the landline keypad. Each organization has the ability to configure specific automated prompts. The questions used by organizations may vary.
Role Required: Employee (base user)
Permission Required: N/A
Real-Time Phone EVV Clock In
The following is an example of how to clock in using phone EVV for real-time, EVV-compliant punches. Please note that the questions or voice prompts at each organization may be different. The process takes three to five minutes to complete.
Arrive at the client's home to begin the shift. Prior to starting, use the client's landline phone to dial the phone number provided by the organization. If the organization has more than one language option, the phone number associated with the preferred language will be provided.
If multilingual is enabled for the instance, an automated voice will prompt for language selection (i.e., Select 1 for English, Select 2 for Spanish). Use the keypad to make a selection. The system will now read the prompts in the preferred language.
An automated voice will prompt for the last four digits of the employee's social security number on the landline keypad.
When prompted enter the employee's four-digit PIN provided by the organization. See the article Change or Add PIN for assistance.
When prompted enter the employee's month and day of birth (i.e., January 1st - enter 01 01)
When prompted press 1 for hourly services
The system will read the name(s) of client associated with the landline phone number. Press the number on the keypad associated with the client (i.e., press 1 for John Smith).
Press 1 for real time. The options will be to press 1 for real time or 2 for historical entries.
Press the appropriate number to confirm the service code (i.e., respite)
If more than one service code, the system will read all service codes available (i.e., press 1 for respite, press 2 for attendant care).
Depending on organizational settings, the available balance may be announced. Press 1 to continue.
Move on to the next step if the balance is not announced
Select clock in EVV Location
If required by the organization, a selection must be made ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.
If not required by the organization, "none" will be an available option.
Press 1 to save the entry and clock in
The recording will read back the punch details and then disconnect
Real-Time Phone EVV Clock Out
The process for clocking out will be similar to the process for clocking in. Please note that questions or voice prompts at each organization may vary. The process takes three to five minutes to complete.
At the end of the shift, use the client's landline phone to dial the phone number provided by the organization. If the organization has more than one language option, the phone number associated with the preferred language will be provided.
If multilingual is enabled for the instance, an automated voice will prompt for language selection (i.e., Select 1 for English, Select 2 for Spanish). Use the keypad to make a selection. The system will now read the prompts in the preferred language.
An automated voice will prompt for the last four digits of the employee's social security number on the landline keypad.
When prompted enter the four-digit PIN provided by the organization. See the article Change or Add PIN for assistance.
When prompted enter the employee's month and day of birth (i.e., January 1st - enter 01 01)
The system announces that there is an open punch. When prompted, press 1 to confirm closing the punch.
Select clock out EVV Location
If required by the organization, a selection must be made ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.
If not required by the organization, "none" will be an available option.
If required by the organization, the system will read each task/statement.
Select 1 if the task was completed or 2 if the task was not completed (e.g., personal hygiene - press 1 for yes or 2 for no).
Select at least one statement/task or the call will disconnect, and the process must be restarted.
The punch is now closed, and the employee is clocked out. Press 2 to disconnect or 1 to open a new punch.
Historical Phone EVV Entry
Historical phone EVV allows users to enter time after the shift has already happened. It is used for a missed punch or punch correction and is non-EVV compliant. Because the shift is in the past, users clock in and out during the same call. Historical phone EVV requires that the client or authorized client representative verify the historical time entry.
Historical time entries can happen for many reasons. The most common reason is that the employee forgot to clock in for a shift. Another reason may be that there were urgent care needs at the beginning of the shift and the employee had to attend to the client before they were able to clock in.
Please note that the questions or voice prompts at each organization may be different. Allow five to eight minutes to complete this process.
*Please note: The client or authorized representative must be present for historical punches
Use the client's landline phone to dial the phone number provided by the organization. If the organization has more than one language option, the phone number associated with the preferred language will be provided.
If multilingual is enabled for the instance, an automated voice will prompt for language selection (i.e., Select 1 for English, Select 2 for Spanish). Use the keypad to make a selection. The system will now read the prompts in the preferred language.
An automated voice will prompt for the last four digits of the employee's social security number on the landline keypad
When prompted enter the four-digit PIN provided by the organization. See the article Change or Add PIN for assistance.
When prompted enter the employee's month and day of birth (i.e., January 1st - enter 01 01)
When prompted press 1 for hourly services
The system will read the name(s) of the client associated with the landline phone number. Press the number on the keypad associated with the client (i.e., press 1 for John Smith).
Press 2 for historical. The options will be to press 1 for real time or 2 for historical entries.
Press the appropriate number to confirm the service code (i.e., respite)
If more than one service code, the system will read all service codes available (i.e., press 1 for respite, press 2 for attendant care).
Depending on organizational settings, the available balance may be announced. Press 1 to continue.
Move on to the next step if the balance is not announced
Enter Date of Service in MMDDYYYY format (i.e., September 18th, 2024, is 09182024)
Enter Clock-In Time in HHMM format (i.e., 8:30 is 0830)
Press 1 for AM or 2 for PM
Enter Clock-Out Time in HHMM format (i.e., 4:45 is 0445)
Press 1 for AM or 2 for PM
Select clock in EVV Location
If required by the organization, a selection must be made ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.
If not required by the organization, "none" will be an available option.
Select clock out EVV Location
If required by the organization, a selection must be made ("none" will not be an option). The system will provide numbered options for EVV locations associated with the client.
If the user is calling from the associated EVV phone number, this step will not be presented as the EVV location will be automatically selected.
If not required by the organization, "none" will be an available option.
If required by the organization, the system will read each task/statement.
Select 1 if the task was completed or 2 if the task was not completed (e.g., personal hygiene - press 1 for yes or 2 for no).
Select at least one statement/task or the call will disconnect, and the process must be restarted.
The system will read back the punch details. Press 1 to confirm or 2 to edit.
Hand the landline phone to the client or employer who presses 1 when ready
The client/employer reviews the punch details and presses 1 to accept or 2 to reject the entry
The client/employer will validate the call using the client PIN
The punch is created
The phone disconnects and the shift is recorded
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