Chapter TWO
Pg. 8 Delete last bullet under Duties of the EOR, as the system for signing, submitting timesheets has been eliminated with the introduction of EVV.
Pg. 8 Role of the SF:
1st check mark- what services is this referring to? Just CD Services? or ALL Waiver benefits? Verbage needs to be more specific.
"Submit Requests..."- Does this include Environmental Modifications and Assistive Tech? Before I got connected with Ability Unlimited, I asked my SF if they could submit to KEYPRO and they said, "no, that is out of my scope...that comes from the contractor, or a case manager. As a Waiver participant without a MCO, I need to know who needs to submit my EM and AT requests.
And "service authorizations" is very broad...Physical Therapy authorizations? Wheelchair repair authorizations? A Speech Eval Authorization? Surgery authorization? If this is to be a State Manual, it needs to say what it means and mean what it says, leaving no room for uncertainly or question, be very specific.
"Document services as required by DMAS"- again, what specific services are required? Is there a specific form or web-based service report template? Be very specific.
Lastly in this section- "Assist EOR with filling out paperwork for the FEA." I remember a time when my SF could check in the PPL system and see the status of my new hire. And when the switch to CDCN occurred, my SF, was not able to gain access to the CDCN web-based system. As I understand, to this day, my SF does not have access to that system.
pg.9- How frequent and what does a reassessment visit consist of? What is being reassessed? Is there a specific form?
Need much more detail on “conduct annual level of care review process.” What does that process entail? When it is due? Ultimately, who receives a copy of the review? What is that “process?”
Re: The F/EA is responsible for…
“Management of enrollment packets”- here are my thoughts:
I have hired six employees with CDCN as my F/EA. Their enrollment packet management system is inexcusable. Not a single one of my 6 new hires within the past 6 months have EVER gotten things taken care of in a timely manner. One of my latest hires went from completing her packet the first week of September until the beginning of November working without receiving a pay check. In that time, I called, emailed, left messages for CDCN requesting a status check. My employee told me that she could not continue working without a paycheck.
Early on in January 2019, I hired 2 employees at the same time. I USPS Certified Mailed BOTH of the Child Protective Services notarized forms, to this day, CDCN nor the USPS has confirmed that they were ever received. According to my tracking receipt, they are in a sorting facility in Richmond. Due to this mishap, and CPS requiring that original form, this creates a lengthy delay in an employee’s ability to work as they need that “good to pay” status. Is there a way to expedite that CPS background check, perhaps eliminating the need for CDCN to need to ORIGINAL form? Is there a reason why the Criminal Background can be scanned/faxed/emailed and the CPS needs to be mailed?
With CDCN, the EOR and the Attendant have to be registered on the Portal. And all 6 of my hires within the past year have done so, as have I, the EOR. Eventually, my Attendants receive “Good to Pay” emails. However, there appears to be a glitch at this point as they can log on to the timesheet area but they can NOT see the Recipient listed. And I can long into my Portal and I can see that they are NOT listed as caregivers. So we have to email/call/leave a message asking them to link the 2 accounts. This should be automatic if CDCN is sending a “good to pay” status update. CDCN should not be permitted to send a “good to pay” status update until the 2 accounts are linked.
Sometimes CDCN will send my Attendant an email stating they are “Good to Pay” and can begin work. Sometimes CDCN will send me, the EOR an email. There does not appear to be a standard procedure on notifying both Attendant and EOR, of which there should be.
Lastly on pg. 9 “Answer all questions that the EOR and attendants….” Without any hesitation, this needs to be edited to include a time limit. CDCN has been delinquent in responding to my attempts to contact them as well as my Attendants attempts. As attendants and EOR work round the clock, it would behoove CDCN to increase the evening and weekend hours, as the questions and issues have been prevalent and receiving a timely answer to enrollment, payroll, EVV, timesheets, hours has been frustrating.
Pg.10 Last 4 lines...I believe this procedure outdated? I don't recall my SF ever contacting the F/EA to request an enrollment packet. I have always accessed the enrollment packets myself via the website of the F/EA.
Pg.11
Employer Management Training- It seems to me that the majority of the job description of the SF is to train the EOR on how to be an employer including hiring, supervising, training, and firing attendants. That appears to take place withitn the first 7 days of the initial comp. visit. So if this is the crux of their job description, and it has to be done within the first 7 days, then what are the monthly visits for? I’ve had this waiver for well over 10 years and that once a month visit is burdensome. I can certainly understand a once per quarter visit, or an “as needed” visit, but if they are only there as a coach to help the EOR for the management aspect, after a while, those visits are so redundant and pointless. However, if their job encompasses more, then those job roles need to be spelled out and there should be more detail on what services the SF are providing.
RE: IMPORTANT, midway down the page: In light of that paragraph, may I ask is it the EOR responsibility to also pay the attendant out of pocket when the attendant has been in “good to pay” status for several consecutive pay cycles however CDCN can’t get their act together and link the Consumer and Attandant’s web portals? My current Attendant went 8 weeks working without pay as CDCN couldn’t get their act together. She told me, “I can’t work for free anymore.” And she has not been the first attendant that this has happened to.
RE: TIMESHEETS- This section needs to be updated to reflect the current EVV policy
Re: SF FOLLOW-UP VISITS- I feel that my SF hands are tied. The SF has no authority over CDCN and as far as I understand, CDCN has not allowed SF to access their system in order to check on the status of a new hire.
Pg. 12 “The SF must visit the individual once every 30 to 90 days if personal care services are being provided or as needed and/or requested by the individual.”
This is clear as mud. Does this mean that if the individual does not request, nor do they feel the need a visit from the SF that it doesn’t need to occur? Or does it mean that it has to happen once between every 30 and 90 days, and more frequently if needed?
I have utilized CD Services for the past 10 years and the monthly home visits have become so redundant and it’s just another visit to schedule and arrange to be home for. I’d suggest quarterly or every other month visits.