CCS and ISAS Partnership Reminders

EVV Billing

January 31st, 2023

CCS Role and Responsibilities

The CCS will work with the participant, MDH and the provider agency to address PCP, OTP and issues that may affect the

participant’s wellbeing or are related to the participant’s PCP per the CCS guidance sent out in the year 2020.

The CCS helps monitor the participant’s receipt of all services by meeting the following responsibilities:

• Participant Phone Number Management (adding, removing, updating phone numbers)

• One Time Passcode (OTP) Device Assignment and Management (assigning, delivering, unassigning)

• Reviewing services for individuals to include Service Exception Resolution assistance (such as Provider Not Authorized

exceptions)

• Monitoring Delivery of all DDA Services (in cases of service complaints from a participant, verification questions from

the ISAS Team, or monitoring until a phone/OTP issue is resolved). General monitoring should be completed at least

quarterly, unless indicated otherwise, to ensure the participant is meeting their goals and the provider is meeting

their needs.

Reporting OTP/Phone/Emergency Issues

In an attempt to streamline case manager communication with the ISAS team, the Case Manager Communication Form will

be used effective 1/31/2023 to communicate information to MDH regarding temporary changes and issues that will affect

participant billing such as OTP or phone issues.

https://docs.google.com/forms/d/e/1FAIpQLSd6yuQDvpv15GWHyAau82oDWlvO10EEWklVyEKLIupozPIOuQ/viewform?usp

=sf_link

This link will be posted to the LTSSMaryland Homepage under announcements for your convenience.

To avoid payment delays for providers we strongly encourage CCS staff to use the form to notify the ISAS Team of the issues

outlined above. Previously this information was communicated by emailing mdh.isashelp@maryland.gov and/or updating

the participant progress/activity notes. This will no longer be required as the form will replace those practices.

Case managers are encouraged to email the ISAS team with any other questions or concerns via email

[email protected] or phone 410-767-1719

Top Issues Remediation

For phone and OTP issues, the CCS should update the service provider as needed, submit the appropriate Google Form to ISAS, and use Progress notes to track issue

resolution. Note: These summaries and other common issue remediations can be found in the CCS Reference guide in sections 2.2.2 and 2.3.6.

Common Issue Description Remediation

Participant’s Phone is

unavailable for use

The DSP cannot use the participant’s

personal phone to clock-in and out

because:

• Phone is broken

• Phone is lost

• Phone is out of minutes

• Phone has no reception

• Participant does not want DSP to

use personal phone

CCS should contact the participant or their representative to confirm the issue

For short term issues:

● The CCS should submit a Case Manager Communication Form to ISAS

● The CCS should document the issue in progress notes

● The Personal Supports agency can submit MTRs until the issue is resolved

For long term issues:

● The CCS should assign an OTP device

Missing or Broken

OTP

The Personal Supports agency, DSP,

or participant will contact the CCS if

the OTP device is missing or broken

● The CCS should verify that the OTP device is broken/missing by contacting the

participant or their representative(s)

● If the issue is verified, the CCS should submit a Case Manager Communication Form to

ISAS

● As applicable, the CCS should then plan a way to drop off or mail a new device to the

participant and update the Progress notes in the participant profile, noting that the

device is broken/missing and when a new device will be provided.

System showing

different clock in/out

time than what DSP

recorded

This can be due to a “drifting OTP”,

where the OTP device has

un-synced, and the time recorded

will be off by a few minutes

● Usually this does not affect services or payment because BOTH the clock in and clock out

time are impacted by the same amount. If this is the case, the staff can continue using

the device.

● If the “drift” is causing service/payment issues, such as service overlaps, the CCS should

submit an OTP Drift Correction Request form.

Manual Billing and Monitoring - As needed

There are times where the DSP may have issues properly clocking in and out for services, requiring the agency to submit the

service manually. This manual submission is referred to as a Service Modification (SM). The ISAS team may reach out to the

CCS to verify information provided by the agency. The ISAS team may ask questions such as:

• Did the participant have an emergency on a particular date of service?

• Can you confirm that the participant’s phone was broken on a date?

• Is the participant’s OTP device broken/missing? When will a new device be assigned?

The CCS should verify the information with the participant OR the participant representative, NOT the agency or DSP. If the

CCS can verify the information, the ISAS team will be able to approve the service in question without penalty.

See section 3.4 of the CCS Reference Guide for more information.

Reviewing Manual Billing

A helpful tool for reviewing intermittent issues in LTSS is the EVV Services Rendered Report.

● Although the participant may not always remember exact service dates or times, MDH recommends looking at the

report to see if there are services that do not match a participant’s general schedule or expectations.

● It can also be helpful to show when there are billing exceptions such as Provider Not Authorized that you may be able

to assist with

● It can also help when ISAS requests you reviewing manual service entries with the participant/representative.

Instructions on how to use the EVV Services Rendered Report can be found in section 2.6.1 EVV Services Rendered Report of the CCS Reference Guide.

References

CCS Reference Guide:

https://health.maryland.gov/dda/Documents/EVV/9.16.20/CCS%20Reference%20Guide%20DRAFT%20V18%209.10.2020%20

(1).pdf

CCS OTP Presentation:

https://health.maryland.gov/dda/Documents/EVV/9.16.20/CCS%20OTP%20Presentation%20(2020.09.15)%20presented%20t

oday.pdf

Link to the Case Manager ISAS Communication Form:

https://docs.google.com/forms/d/e/1FAIpQLSd6yuQDvpv15GWHyAau82oDWlvO10EEWklVyEKLIupozPIOuQ/viewform?usp=s

f_link

Link to the OTP Drift Correction Request form:

https://docs.google.com/forms/d/e/1FAIpQLSfRl8gnVGGW5VXG0wkfs5hqSMg25EZUWCFSdwKg0D5btk1ReA/viewform