IRIS EVV FAQs

For Family Care Program EVV FAQs, please visit our Family Care EVV FAQs Page.

“EVV” stands for Electronic Visit Verification. EVV uses technology to record the date, time, and place your workers provide services to you at the start and end of each shift, including:

  • The person receiving the service
  • The person providing the service
  • The service being provided
  • Date of service
  • Time in/out of service
  • Location of service

When talking about EVV, “electronic” means using an electronic device to record the date, time and place your worker provides services to you. The most common devices are cell phones, tablets, and computers.

When talking about EVV, “verification” means using technology to ensure that both you and your worker are together at the beginning and end of each shift.

Yes, if you are a worker that provides personal care or routine supportive home care services, you will need to use EVV. If you are an employer who receives these services, you will need to ensure that your worker is using EVV.

However, live-in* workers are not required by DHS to use EVV.

*For the purposes of EVV, a live-in worker is a worker who permanently resides in the same residence as the client receiving services. See page 15 of the following PDF for more details on proof of residency required and the duplex living situations that qualify: https://www.forwardhealth.wi.gov/kw/pdf/2023-12.pdf

Personal care and routine supportive home care services require the use of EVV in addition to a timesheet. Please see service code table below for more information.

On November 2, 2020, the Wisconsin Department of Health Services (DHS) began requiring EVV for Medicaid-covered personal care services for IRIS* and Family Care, and supportive home care services for Family Care. This date also marks the “soft launch” period of EVV led by DHS. The soft launch offers time and support for clients, workers, and others to learn the new process.

*As of January 1, 2021, EVV is required in the IRIS program for supportive home care services.

The hard launch will begin May 1, 2023. “For dates of service on and after May 1, 2023, the Wisconsin Department of Health Services (DHS) will begin imposing consequences when electronic visit verification (EVV) data is not captured for required services” – ForwardHealth Update 2021-23

For more information about the EVV policy for your program, please visit:

April 2023 ForwardHealth Update (includes Family Care EVV policy):
https://www.forwardhealth.wi.gov/kw/pdf/2023-12.pdf

IRIS EVV Policy (P03053):
https://www.dhs.wisconsin.gov/publications/p03053.pdf

During the soft launch, workers are required to use EVV to help them start to integrate it into their daily routines and work through any difficulties before the hard launch begins.

The hard launch is when the Wisconsin Department of Health Services (DHS) will begin imposing consequences when EVV data Is not captured for required services.

For more information about the EVV policy for your program, please visit:

April 2023 ForwardHealth Update (includes Family care EVV policy)
https://www.forwardhealth.wi.gov/kw/pdf/2023-12.pdf

IRIS EVV Policy (P03053):
https://www.dhs.wisconsin.gov/publications/p03053.pdf

The goal is to learn as much as possible during the soft launch to make sure the hard launch goes smoothly.

The soft launch is intended to be a learning period to bring everyone up to speed and make improvements where possible. Payment will not be delayed for incorrect or missing EVV information during the soft launch, however EVV is still required.

IRIS:
Payment to participant-hired workers won’t be delayed due to EVV as long as a complete and accurate timesheet is submitted per usual methods. However, provider agencies do need to submit EVV in order for claims to be processed.

For more information about the EVV policy for your program, please visit:

April 2023 ForwardHealth Update (includes Family care EVV policy):
https://www.forwardhealth.wi.gov/kw/pdf/2023-12.pdf

IRIS EVV Policy (P03053):
https://www.dhs.wisconsin.gov/publications/p03053.pdf

Please refer to Wisconsin EVV Customer Care (833-931-2035) or vdxc.contactevv@wisconsin.gov for questions and feedback on the specifics of the hard launch.

Yes, timesheets are still necessary to process payment and can be submitted in any of the current methods.

1. Have your worker tell us what technology they have available by filling out our Technology Survey: 
https://www.buildarray.com/shared-forms/web/27495?actkn=6ZRP3A

2. Make sure your workers provide iLIFE with their most up-to-date email address.*
Email Address Submission Form (electronic submission form)

This email address is where workers will receive important information on EVV, including EVV ID information necessary to log EVV visits.

This email address is also where they will receive the automated Sandata email to set up their Sandata Mobile Connect (SMC) account if they qualify for EVV. Please note that the email address will be the username.

*Email must be unique to a single worker. It cannot be shared by multiple workers.

3. Talk to your workers about which EVV options they will use. For more information and to help you decide which EVV options would be best for your workers, visit this URL for an interactive tool that will walk you through the decision-making process based on your circumstances and technology available: https://bit.ly/3qNtfrw

IRIS participants: Make sure to talk to your IRIS Consultant about EVV and the options your workers will use.

4. Make sure your workers know where they can find more information and training on how to use the EVV option(s) they are using: https://ilife.org/evv

No, live-in workers do not need to register for EVV. They only need to complete the steps to get an EVV ID if their live-in status changes and they are providing personal care services or routine supportive home care services. They can work directly with their ICA or the FEA to change their live-in status and complete EVV registration steps.

Please note: All workers, regardless of EVV status, are now required to provide an email address.

Yes, as long as you have access to the internet at a different location. An onsite internet connection is not needed to check in and out on the mobile app. The encrypted visit information can be uploaded at a later time when an internet connection is available, and you log in to the SMC app.

No, the technology used by TVV only works with traditional landlines and VoIP phones.

Workers will receive a letter from iLIFE containing all necessary EVV ID information, including their Santrax ID, client EVV ID, company ID, and toll-free phone numbers for logging TVV and FVV visits. You can also contact iLIFE Customer Service to obtain this information.

iLIFE Customer Service phone number: 855-511-6443
iLIFE Customer Service email: IRIS.EVV@iLIFE.org

Please note: iLIFE’s EVV Company ID is 2-91496. This is required for logging in to the mobile application.

Note: Your SMC/MVV username is your email address on file.

No, the technology used to verify the worker’s location only records locations at the start and end of the service. It does not record their location at any other time.

IRIS participants: Call iLIFE at 888-800-5599 or talk to your IRIS Consultant to ensure you meet the requirements.

Please note: FVV is only available if MVV and TVV are not accessible options and is considered the last resort.

Yes, if a cell phone or tablet isn’t available AND the participant doesn’t have a landline phone, workers can use a small device that stays in the participant’s home. This method of capturing EVV information is called fixed visit verification (FVV).

FVV is the last recommendation to capture EVV information. That is because FVV is the most cumbersome and error-prone method to use. The FVV device captures the EVV visit, but it doesn’t report the EVV visit information automatically. Instead, the worker has to make note of two different codes and then call them in to an FVV phone number when they have access to a phone. Workers need to be sure the codes are written down correctly and then entered correctly to avoid errors. iLIFE workers can use the IRIS Program Fixed Visit Verification (FVV) Tracking Form (Spanish) to keep track of the codes.

Another complication of FVV is that since it stays in the participant’s home, FVV cannot be used to capture EVV services provided in the community.

The mobile method, where a worker uses the Sandata Mobile Connect (SMC) app on a cell phone or tablet, is much easier to use. SMC is the most efficient and accurate method because workers choose information from drop-down lists, and the information is uploaded to the system without any extra steps.

Workers can call Wisconsin EVV Customer Care for help with learning how to use the SMC app. Learning a new app can be overwhelming, but many workers gave the SMC app a try and found that it is very easy to use. Wisconsin EVV Customer Care is here to help at vdxc.contactevv@wisconsin.gov or 833-931-2035.

If the FVV device is the preferred method to capture EVV information, a participant or their IRIS Consultant needs to request an FVV device from their fiscal employer agency.

Participant-Hired Live-In Workers
In the IRIS program, participant-hired live-in workers are not required to use EVV. For the purposes of EVV, DHS defines a live-in worker as a worker who meets one of the following scenarios:

  • Permanently resides in the same residence as the participant receiving services.
  • Permanently resides in a two-residence dwelling, like a duplex, where the participant receiving services lives in the other half of the dwelling AND is a relative of the participant receiving services. A relative is defined as a person related, of any degree, by blood, adoption, or marriage.
  • Participant resides at regularly scheduled intervals at the separate homes of both parents or guardian. Both parents or guardian are considered live-in workers for purposes of EVV compliance.

To show permanent residency, a participant-hired worker will need to provide documentation of their current address. For further information on live-in worker documentation requirements, see the IRIS Participant-Hired Worker Relationship Identification form (F-01201A). This form must be completed any time a live-in worker is added to the participant’s plan. Workers must notify the participant’s fiscal employer agency within seven (7) days of a change in living situation. The participant must attest to no changes in live-in worker status during the annual plan renewal process to maintain the live-in exception status. When a live-in worker provides services to more than one participant they permanently reside with, their status as a live-in worker must be validated for each participant. As the employer, the participant is required to communicate payroll and worker updates to their fiscal employer agency.

If the participant-hired worker is unwilling or unable to provide live-in documentation, they will be considered non-live-in for EVV purposes and will be required to use EVV.

The following are examples of who is not considered a live-in worker:

  • A worker who temporarily stays with the participant for a short period of time.
  • A worker who works 24-hour shifts but does not reside with the participant permanently.
  • A worker who works 24-hour shifts but does not reside with the participant permanently.

Provider Agency Live-In Workers
Provider agencies may choose to:

  • Require live-in workers to use EVV; OR
  • Not require live-in workers to use EVV

Agencies that decide not to require live-in workers to use EVV, must maintain worker documentation (and provide upon request) that shows the worker’s name and current residential address. The address must satisfy the requirements for a live-in worker as described above. The worker may use one document from Column A or two types of documents from Column B to prove permanent residency.

Column A (one required)

  1. Current and valid State of Wisconsin driver’s license or state ID card
  2. Other current official ID card or license issued by a Wisconsin governmental body or unit
  3. Real estate tax bill or receipt for the current year
  4. Residential lease for current year
  5. Check or other document issued by a unit of government within the last three months

Column B (two required)

  1. Household bill from the last three months (for example: gas, electric, phone service, cable, internet, water, trash, or other similar bill)
  2. Current or past month’s bank statement
  3. Current or past month’s paycheck or paystub

Agencies must communicate live-in worker status to the participant’s IRIS consultant agency so the IRIS consultant can create an EVV agency live-in worker service authorization. This authorization will allow claims for agency services provided by the live-in worker to bypass EVV requirements.

If your visit is longer than 24 hours, please check out at the 24-hour mark and then check back in.

Please note that you will be automatically checked out after 25 hours.

IRIS participants: Call iLIFE at 855-511-6443 or send us an email at IRIS.EVV@iLIFE.org. You may also talk to your IRIS consultant who can submit the request on your behalf:

Please note: If you want to update your permanent mailing address, you will need to contact your IRIS consultant so they can update the information in the DHS IRIS WISITS system.

No, workers will still need to provide specific hours by service on their timesheets, and miles on mileage logs, per current practices.

Yes, timesheets are still necessary to process payment and can be submitted in any of the current methods.

Call the Wisconsin EVV Customer Care Team at 833-931-2035 or by email at vdxc.contactevv@wisconsin.gov

Your username is the email you have on file with iLIFE. You can reset your password at any time using the “Forgot Password” link on the SMC login page. If you are still experiencing issues, you may also contact iLIFE Customer Service for assistance.

iLIFE Customer Service phone: 855-511-6443
iLIFE Customer Service email: IRIS.EVV@iLIFE.org

If your visit is longer than 24 hours, please check out at the 24-hour mark and then check back in.

Please note that you will be automatically checked out after 25 hours.

Submit corrections using one of the methods below:

Preferred Method:
EVV Corrections Form (online submission)

The form is easy to use and ensures faster processing time. Using the online submission method, you can enter in your EVV corrections information directly or upload a picture of the completed paper form.

EVV Corrections Form (paper form) (Spanish)

There is a QR code on the form for easily submitting the completed form online – save on processing time and postage.

You can also email the form to IRIS.EVV@iLIFE.org. Please be sure to take a picture of both sides of the form as needed. 

If you’re not able to submit the form online, this form can be printed out and submitted to iLIFE via mail or fax.
  
For more detailed information on the different types of corrections and how to avoid them in the future, please review our EVV landing page.

Only use Abandon Visit if you clock in by mistake or need to cancel your visit. Do NOT select Abandon Visit if you are trying to complete the visit.

No, you may skip.

No, you may skip.

For MVV, past visits can be viewed by tapping “My Visits” in the SMC app. Please get in touch with our EVV Customer Care line for past visit information for TVV and FVV.

The Center for Medicare and Medicaid Services (CMS) website:
https://www.medicaid.gov/medicaid/hcbs/guidance/electronic-visitverification/index.html

The Wisconsin Department of Health Services (DHS) website:
https://www.dhs.wisconsin.gov/evv/index.htm

For updates on training and EVV in general, please visit the DHS website above. iLIFE will also continue to provide updates as we receive them via our website at www.iLIFE.org/EVV.

You can contact the Wisconsin Department of Health Services by emailing them at VDXC.ContactEVV@wisconsin.gov or calling Wisconsin EVV Customer Care at 833-931-2035.

IRIS Program: IRIS.EVV@iLIFE.org
Phone: 855-511-6443
Hours: 8:30am-4:30pm, Monday – Friday

Please visit https://dhs.wisconsin.gov/library/collection/p-03078 for a step-by-step guide for any provider agency preparing to implement EVV for personal care services.

Note: Your EVV agency ID is different from your vendor ID. Your vendor ID is an iLIFE-specific number.

Please contact DHS EVV Customer Care for assistance at 833-931-2035 or vdxc.contactevv@wisconsin.gov

Please contact DHS EVV Customer Care for assistance at 833-931-2035 or vdxc.contactevv@wisconsin.gov. They can walk you through your options, whether you chose the state-provided Sandata option or an alternative solution that uses the aggregator. You may also visit https://dhs.wisconsin.gov/evv/providers.htm for more information.

Service codes that require EVV and the use of daily claims are T1019, S5125 and S5126

Yes, for EVV service codes daily claims are required to match with corresponding EVV data. Claims without daily EVV data will be denied. 

Please complete the claims form: https://ilife.org/wp-content/uploads/Vendor-Claim-Form-fillable.pdf and submit to IRIS.Claims@iLIFE.org.

Yes, per EVV DHS policy, each daily claim submitted must have corresponding EVV data. The date, duration, client, and service code must match what was submitted on the claim.

Please note: If submitting claims against a daily authorization then at least one clock in and clock out is required for each date of service.

At iLIFE we have created multiple options to resolve previously denied claims. Contact our customer service team using these email inboxes IRIS.EVV@iLIFE.org and claims.resolution@iLIFE.org. Corrected claims will then be paid in the payroll cycle they were received if they are complete and accurate.

Please note: Vendors who receive a denial of their claim due to missing or insufficient EVV visit data do not need to resubmit their claim unless otherwise notified. They will need to correct the EVV visits, and our system will move those fixed claims to be paid in the following pay period.

If your claim was denied for reasons outside of EVV, you will need to submit a corrected claim. After submitting a correction, we will match those with the corrected EVV data. Corrected claims will then be paid in the payroll cycle they were received if they are complete and accurate.

Each provider agency may use a different EVV and/or claims submission method. Please use the guidelines below to understand what corrections might need to be made to the claim and/or to your EVV visit data:

  • Visits must be submitted to and accepted by the state aggregator.
  • Duration of the EVV visits for any date of service must be greater than or equal to the duration of the EVV service code lines on your submitted claims.
  • The service code and client information of the EVV visit data must match the information of your EVV service code lines on the submitted claim.
  • You must submit daily claims.

We adapted our templated claims to accommodate daily claims. Please visit the links below for more information:

Vendors who receive a denial of their claim due to missing or insufficient EVV visit data do not need to resubmit their claim unless otherwise notified. They will need to correct the EVV visits and our system will move those fixed claims to be paid in the following pay period.

If your claim was denied for reasons outside of EVV, you will need to submit a corrected claim. After submitting a correction, we will match those with the corrected EVV data. Corrected claims will then be paid in the payroll cycle they were received if they are complete and accurate.

We have made multiple options for you correct your vendor claims. If you need help resubmitting send us an email at IRIS.EVV@iLIFE.org or claims.resolution@ilife.org. If you do not need assistance resubmitted submit your corrected claims to:

Submission form: https://ecm.mcfi.net/Forms/vendorclaims
Email: IRIS.claims@iLIFE.org
Mail: P.O. Box 8439 Milwaukee, WI 53208
Fax: 414-918-8213. 

Please contact DHS EVV Customer Care for assistance at 833-931-2035 or vdxc.contactevv@wisconsin.gov

Each vendor may decide their own policy. If your organization decides to exempt live-in workers in your agency from needing to use EVV, you will need to communicate this information with the IRIS Consultant, so they create the necessary authorization with the KX modifier. Please refer to the IRIS EVV policy (https://www.dhs.wisconsin.gov/publications/p03053.pdf) regarding documentation requirements for provider agency live-in workers.

If you have additional questions, contact DHS EVV Customer Care for assistance at 833-931-2035 or vdxc.contactevv@wisconsin.gov.

Please note: Claims will require EVV information to be paid unless the authorization has a KX modifier.

Please visit https://ilife.org/wp-content/uploads/2023-IRIS-Vendor-Payroll-Payment-Schedule.pdf