Revision 25-2, Effective Sept. 2, 2025

The Electronic Visit Verification (EVV) Policy Handbook provides EVV standards and policy requirements the following entities must comply with:

• Program providers, including those approved as a proprietary system operator (PSO), contracted with Texas Health and Human Services Commission (HHSC) and managed care organizations (MCOs).
• Financial Management Services Agencies (FMSAs), including FMSAs approved as a PSO, contracted with HHSC and MCOs.
• Consumer Directed Services (CDS) employers.

Program providers, FMSAs, CDS employers and PSOs must also comply with all stand-alone EVV policies on the HHSC EVV webpage.

EVV standards and policy requirements do not replace or supersede program or licensure requirements. Program providers, FMSAs, CDS employers and PSOs must follow all applicable program and licensure rules and policies in addition to EVV policies.

The EVV Policy Handbook has requirements for HHSC and MCOs – the payers. Program providers, FMSAs and PSOs must adhere to their individual contracts with HHSC or an MCO and contact the payer for questions on EVV and non-EVV requirements.

The requirements in this handbook apply to the programs and services identified in Title 1 of the Texas Administrative Code (1 TAC) Part 15, Chapter 354, Subchapter O, Electronic Visit Verification, Sections 354.4005 Personal Care Services that Require the Use of EVV and 354.4006 Home Health Care Services that Require the Use of EVV.

1100 EVV Overview

Revision 25-2, Effective Sept. 2, 2025

EVV is a computer-based system that electronically documents and verifies service delivery information, such as date, time, service type and location for certain Medicaid service visits.

An EVV system must capture the following data elements:

• The type of service provided
• The name of the recipient to whom the service is provided
• The date and times the provider began and ended the service delivery visit
• The location, including the address and geolocation, where the service was provided
  • Note: Geolocation is only captured for visits recorded by the mobile application.
• The name of the service provider who provided the service
• Other information the commission determines is necessary to ensure the accurate adjudication of Medicaid claims

To make sure EVV is used for all required services, HHSC or an MCO will not pay an EVV claim without a matching EVV visit transaction.

Texas HHSC determines when a program provider, FMSA, CDS employer or PSO must use EVV based on the services delivered. EVV is required for all programs and services listed in the Programs and Services Required to Use EVV documents.

1200 State Laws and Texas Administrative Code

Revision 25-2, Effective Sept. 2, 2025

Texas law requires HHSC to implement an EVV program.

Program providers or FMSAs, including those approved as PSOs, contracted with HHSC or an MCO must follow state law, the Texas Administrative Code (TAC) and published policies established by HHSC when delivering Medicaid services. CDS employers must also follow state law, the TAC and published policies established by HHSC.

Texas EVV statute and TAC include:

• Texas Government Code Chapter 532, Subchapter F
• Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification

Live-in caregivers are not exempt from EVV requirements in Texas.

1300 Federal Law

Revision 26-1, Effective Jan. 30, 2026

The 21st Century Cures Act – the Cures Act – enacted by the U.S. Congress in December 2016, added Section 1903(l) to the Social Security Act, Title 42 of the U.S. Code (42 USC) Section 1396b(l), to require all states to use EVV.

The Cures Act requires EVV for state plan personal care services under Section 1903(a)(24) of the Social Security Act and for state plan waiver services under Sections 1915(c), 1915(i), 1915(j), 1915(k) and 1115. The Cures Act also requires EVV for state plan home health care services under Section 1903(a)(7) of the Social Security Act and state plan waiver services under Sections 1915(c), 1915(i), 1915(j), 1915(k) and 1115. This includes services delivered under the CDS option.

1400 Failure to use an EVV System

Revision 26-1, Effective Jan. 30, 2026

Program providers, including those approved as a Proprietary System Operator (PSO), FMSAs, including FMSAs approved as a PSO, and CDS employers must use the state provided EVV System or an approved EVV Proprietary System to electronically document the delivery of an EVV service to document the delivery of EVV-required services.

Failure to use an approved EVV system to document service delivery for required programs and services will result in denied or recouped EVV claims. Per Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Section 354.4009, EVV Visit Transaction and Claim HHSC and MCOs will not pay a claim for reimbursement unless the data from the EVV system corresponds with the claim line item and is consistent with an approved prior authorization.

Program providers, FMSAs and PSOs who fail to use an EVV system may also be subject to contract actions, such as corrective action(s) or contract termination. CDS employers who fail to use an EVV system may be subject to removal from the CDS option.

If the service provider or CDS employee fails to clock in or clock out of the EVV system, the program provider, FMSA, CDS employer or PSO must manually enter the visit into the EVV system. Manually entered visits will negatively impact EVV compliance.

In the event the EVV system is unavailable, the service provider or CDS employee must document service delivery information and submit the documentation to the program provider, FMSA, CDS employer or PSO for manual entry of an EVV visit.

Service delivery documentation should include:

• Program Provider, FMSA, CDS employer or PSO Name;
• Member First and Last Name
• Member Medicaid ID
• Services Delivered
• Date of the Visit
• Actual Time In and Actual Time Out
• Service provider First and Last Name
• Location of the Visit – in the home or in the community

Program providers, FMSAs, CDS employers and PSOs must keep all service delivery documentation and manually enter EVV visits into the EVV system according to the service delivery documentation once the EVV system is operational or as otherwise instructed by HHSC.

1500 Resources and Communications

Revision 25-2, Effective Sept. 2, 2025

All program providers, including program providers approved as a proprietary system operator (PSO), FMSAs, including FMSAs approved as a PSO, and CDS employers must sign up for GovDelivery to receive the most current news and alerts related to EVV.

Program providers, FMSAs, CDS employers and PSOs can visit the HHSC EVV webpage to access the most up to date information such as:

• EVV News and Alerts
• Programs and services which require the use of EVV
• Statutes and rules governing EVV
• Service bill codes for EVV
• EVV contact information guide
• EVV training requirements and resources

1600 Key Terms

Revision 26-1, Effective Jan. 30, 2026

Key Terms are words regularly used throughout the EVV Policy Handbook. If a term is defined in the handbook, the reference is provided below.

Actual Hours – The hours calculated by the clock in time and clock out time captured in the EVV system from an HHSC-approved clock in and clock out method. This may or may not be the same as the bill hours.

Auto-Verification (auto-verify) – An automatic process the EVV system performs to confirm an EVV visit transaction matches existing critical data elements and schedule data, if applicable, in the EVV system with no exceptions.

Bill Hours – The total hours on the EVV visit that will be submitted to the payer for payment. The EVV system calculates bill hours by subtracting the bill time in from the bill time out, rounded to the nearest quarter hour increment.

Business Day – Monday through Friday, except national or state holidays.

Consumer Directed Services (CDS) Employer – A member or the member’s legally authorized representative (LAR) who participates in the CDS option. The CDS employer is responsible for hiring and retaining a service provider who delivers a Medicaid service to a member.

Consumer Directed Services (CDS) Option – A service delivery option where a CDS employer employs and retains a service provider and directs the delivery of services.

Data Error – Critical data that is missing on an EVV visit record.

Designated Representative (DR) – A willing adult designated by the CDS employer to help meet or perform CDS employer responsibilities.

Electronic Visit Verification (EVV) – A computer-based system that electronically documents and verifies service delivery information, such as date, time, service type and location for certain Medicaid service visits.

EVV Aggregator – A centralized database that collects, validates and stores statewide EVV visit transaction data transmitted by an EVV system.

EVV Compliance Reviews – Refer to 11000 EVV Compliance Reviews.

EVV Claim – Documents submitted to HHSC or an MCO for reimbursement of services required to use EVV.

EVV Optional Services – Services commonly delivered in situations similar to EVV-required services but do not require EVV. Can be transmitted to the EVV Portal if verified by the program provider, including a program provider approved as a Proprietary System Operator (PSO), FMSA, including an FMSA approved as a PSO, or CDS employer.

EVV Portal – An online system established by HHSC that allows users to perform searches and view reports associated with visit data and EVV claim match results in the EVV Aggregator.

EVV Proprietary System – An approved EVV system purchased or developed by a program provider or FMSA that a program provider or FMSA uses instead of the state provided EVV system. Refer to 5000 EVV Proprietary System.

EVV Proprietary System Operator (PSO) – A program provider or FMSA that has been approved to use an approved EVV proprietary system. Any reference to program provider or FMSA includes a PSO unless specifically stated otherwise. A program provider or FMSA that has been approved as a PSO must still comply with all program provider or FMSA policies.

EVV Proprietary System Vendor – A person or company that develops and offers an automated EVV Proprietary System for use by an approved Proprietary System Operator.

EVV-Required Services – Personal care or home health care services provided in the home or in the community HHSC has identified that a service provider or system user must document in an EVV system as a service delivery visit. State and federal statute requires these services to use EVV to document service delivery. They are listed in the EVV Service Bill Codes tables.

EVV System – A state provided EVV System or an EVV Proprietary System used to electronically document and verify critical data elements related to the delivery of EVV services.

EVV System Administrator – A person appointed by a program provider, FMSA or PSO to serve as the primary contact for administering access to an EVV system. Refer to 4130 Select an EVV System.

EVV Visit Maintenance – Process used by the program provider, FMSA, CDS employer or PSO to correct inaccurate data elements, add missing data elements, indicate the visit transaction is valid or manually enter a visit transaction. Refer to 9000 Visit Maintenance.

EVV Visit Transaction – A record generated by an EVV system that contains data elements for an EVV visit. Refer to 6000 EVV Transaction.

Fee for Service (FFS) – A payment model where the state pays contracted providers directly for each covered service delivered to a member.

Financial Management Services Agency (FMSA) – An entity that contracts with HHSC or an MCO to provide financial management services to a CDS employer. Any reference to FMSA includes an FMSA approved as a PSO unless specifically excluded.

Legally Authorized Representative (LAR) – A person authorized by law to act on behalf of a member and may be a parent, guardian or managing conservator of a minor, or the court-appointed guardian of an adult.

Member – A person eligible to receive Medicaid services that require the use of EVV.

Non-EVV Services – Authorized services not required to use EVV, such as transportation and supported employment.

Payer – Entities that pay Medicaid claims, administer the EVV program and enforce EVV requirements. In Texas, the payers are HHSC and the MCOs.

Program Provider – An entity that contracts with HHSC or an MCO to provide an EVV service. Any reference to program provider includes a program provider approved as a PSO unless specifically excluded.

Reason Code Description and Reason Code Number – Refer to 10000 Reason Codes.

Service Provider or CDS Employee – A person who provides an EVV service to a member and is employed by or contracted with a program provider or CDS employer. Note: Service providers who are contracted directly with HHSC or an MCO as a program provider must meet applicable EVV requirements for service providers and program providers.

Service Provider Discipline – The type of service provider.

Service Responsibility Option (SRO) – A service delivery option where a member or LAR selects, trains and provides daily management of a service provider while the fiscal, personnel and service back-up plan responsibilities remain with the program provider.

Signature Authority – A person who has legal authority to sign contracts and make transactional decisions.

State Provided EVV System – An EVV system developed and operated by a vendor that contracts with HHSC or HHSC's designated contractor. The current state provided EVV System Vendor is HHAeXchange.

State Provided EVV System Vendor – The vendor that develops and operates the State Provided EVV System.

Subcontractor – A person or entity that has a contract with an MCO that relates directly or indirectly to the performance of the MCO's obligations under its contract with the state.

Texas Administrative Code (TAC) – A compilation of all state agency rules in Texas. The EVV TAC is in Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification.

Texas EVV Service Provider ID – A unique identifier generated by the EVV system for each service provider. The ID includes the last four digits of the service provider Social Security or passport number plus the service provider’s last name.

Texas Medicaid Data – All information in the EVV system designated as confidential under the constitution and laws of the state of Texas and of the United States, including the Texas Health and Safety Code and the Texas Public Information Act, Texas Government Code, Chapter 552. This includes any communication or record in the EVV system that consists of or includes any of the following:

• Protected Health Information in any form including, without limitation, Electronic Protected Health
• Information or Unsecured Protected Health Information as defined in Title 45 of the U.S. Code of Federal Regulations (45 CFR) Sections 160.103 and 164.402
• Sensitive Personal Information as defined in Texas Business and Commerce Code Section 521.002(2)
• Federal Tax Information as defined in IRS Publication 1075
• Personally Identifiable Information as defined in the Office of Management and Budget (OMB) Memorandum M-07-16
• Social Security Administration Data, defined as information received from a Social Security Administration federal agency system of records, including Medicare or Medicaid information, defined as information relating to an applicant or recipient of Medicare or Medicaid benefits

Texas Medicaid & Healthcare Partnership (TMHP) – The state’s claims administrator.

Revision 25-2, Effective Sept. 2, 2025

The following EVV stakeholders must meet all state and federal EVV requirements:

• Payers – HHSC and MCOs
• Texas Medicaid & Healthcare Partnership (TMHP)
• State provided EVV system vendor
• EVV proprietary system vendors
• EVV Proprietary System Operators (PSOs)
• Program providers delivering services under the agency option, including program providers approved as a PSO
• FMSAs, including FMSAs approved as a PSO
• Medicaid members and SRO participants
• CDS employers

2100 Payers

Revision 24-1; Effective Sept. 12, 2024

Payers pay Medicaid claims, administer the EVV program and enforce EVV requirements. In Texas, the payers are HHSC and the MCOs.

Payer responsibilities include:

• Following state and federal requirements when processing claims for EVV-required services
• Developing EVV policies, processes, and procedures
• Providing EVV policy training to program providers, FMSAs and CDS employers
• Conducting EVV compliance reviews of program providers, FMSAs and CDS employers

HHSC requires EVV for Medicaid personal care services authorized by the following HHSC programs:

• Long-term Care (LTC) Fee-for-Service (FFS)
• Acute Care FFS
• Managed Care

HHSC is the payer for LTC and acute care services administered by the state, known as FFS. TMHP makes acute care payments on behalf of HHSC.

LTC FFS

Acute Care FFS

MCOs are the payers for managed care services.

Managed Care

More information about managed care is on the HHSC managed care website.

2200 Texas Medicaid & Healthcare Partnership

Revision 25-1; Effective March 12, 2025

Texas Medicaid & Healthcare Partnership (TMHP), the state’s claims administrator, is responsible for the Medicaid Management Information System (MMIS) where the EVV Aggregator resides. TMHP is also responsible for the EVV Portal, the state provided EVV system vendor, the EVV proprietary system vendors and coordinates all data exchange for EVV systems.

TMHP responsibilities include:

• Processing claims for EVV services, including forwarding claims to MCOs
• Paying claims for Acute Care FFS on behalf of HHSC
• Managing the EVV Aggregator and EVV Portal
• Managing the state provided EVV system vendor on behalf of HHSC
• Training on the EVV Portal
• Overseeing the proprietary systems, including the approval and onboarding of new EVV proprietary system vendors

The TMHP EVV webpage has more information. Review and accept the terms and conditions to view the content.

2300 State Provided EVV System Vendor

Revision 25-2, Effective Sept. 2, 2025

The state provided EVV system vendors must:

• Adhere to all HHSC state provided EVV system vendor business rules for system operation and functionality
• Follow all EVV requirements described in:
  • The EVV Policy Handbook and stand-alone EVV policies HHSC publishes on the EVV webpage
  • Title 1 of the Texas Administrative Code (1 TAC), Part 1, Chapter 354, Subchapter O, Electronic Visit Verification
  • Texas Government Code Chapter 532, Subchapter F
• Support multiple clock in and clock out methods
• Provide EVV ongoing and annual system training
• Provide technical support

Refer to 4100 EVV System Selection.

2400 EVV Proprietary System Vendor

Revision 25-2; Effective Sept. 2, 2025

An EVV Proprietary System Vendor is an entity that develops and offers an EVV proprietary system for use by program providers and FMSAs approved to use the system as Proprietary System Operators (PSOs).

EVV proprietary system vendors must:

• Adhere to all HHSC EVV Business Rules for Proprietary Systems
• Follow all EVV requirements described in:
  • The EVV Policy Handbook and stand-alone EVV policies HHSC publishes on the EVV webpage
  • Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
  • Texas Government Code Chapter 532, Subchapter F
• Offer multiple clock in and clock out methods, including a mobile application
• Provide technical support for their EVV proprietary system
• Provide training support for PSOs that choose their system

2500 EVV Proprietary System Operator

Revision 26-1, Effective Jan. 30, 2026

An EVV Proprietary System Operator (PSO) is a program provider or FMSA approved to use an approved EVV Proprietary System. Note: A PSO is still required to comply with all program provider requirements and FMSAs. Refer to 2600 Program Provider and 2700 Financial Management Services Agency for more information on the requirements for program providers and FMSAs.

EVV PSOs must:

• Adhere to all HHSC EVV Business Rules for Proprietary Systems
• Follow all EVV requirements described in:
• The EVV Policy Handbook and stand-alone EVV policies HHSC publishes on the EVV webpage
• Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
• Texas Government Code Chapter 532, Subchapter F
• Support at least one approved clock in and clock out method, one must be the mobile application
• Provide EVV system training and technical support to their staff
• Make sure their chosen EVV Proprietary System Vendor complies with the requirements in 2400 EVV Proprietary System Vendor

Refer to 5000 EVV Proprietary System.

2600 Program Provider

Revision 25-2; Effective Sept. 2, 2025

A program provider is an entity that contracts with HHSC or an MCO to provide an EVV service.

Program providers must:

• Follow all EVV requirements described in:
  • The EVV Policy Handbook and stand-alone EVV policies HHSC publishes on the EVV webpage
  • Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
  • Texas Government Code Chapter 532, Subchapter F
• Adhere to policies and requirements of their Medicaid program
• Meet other applicable HHSC and MCO requirements
• Complete all required EVV training
• Use the EVV system
• Train service providers on the use of EVV
• Make sure service providers use the EVV system to clock in at the beginning of service delivery and clock out at the end of service delivery
• Manage program provider, service provider and member data within the EVV system

A program provider that has been approved as a proprietary system operator (PSO) must still comply with the program provider requirements.

2700 Financial Management Services Agency

Revision 25-2; Effective Sept. 2, 2025

A financial management services agency (FMSA) is an entity that contracts with HHSC or an MCO to provide financial management services to a CDS employer.

FMSAs must:

• Follow all EVV requirements described in:
  • The EVV Policy Handbook and stand-alone EVV policies HHSC publishes on the EVV webpage
  • Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
  • Texas Government Code Chapter 532, Subchapter F
• Adhere to policies and requirements of their Medicaid program
• Meet other applicable HHSC and MCO requirements
• Select an EVV system
• Assist the CDS employer complete and update Form 1722, Employer’s Selection for EVV Responsibilities, and enter selections into the EVV system
• Complete all required EVV training
• Use the EVV system
• Manage FMSA, CDS employers, member and service provider data within the EVV system

Refer to 17010 CDS Option Stakeholders.

An FMSA that has been approved as a proprietary system operator (PSO) must still comply with the FMSA requirements.

2800 Member

Revision 25-2; Effective Sept. 2, 2025

A member is a person eligible to receive Medicaid services that require the use of EVV.

Members must:

• Review and sign applicable program specific documents that describe a member’s rights and responsibilities
• Tell the program provider if a service provider asks the member to clock in or clock out of the EVV system

2900 CDS Employer

Revision 25-2; Effective Sept. 2, 2025

CDS employers must:

• Complete all required EVV training
• Train their CDS employees on the use of the EVV system
• Make sure CDS employees use the EVV system to clock in when services begin and clock out when services end
• Approve time worked
• Signing up for GovDelivery to receive the most current news and alerts related to EVV
• Follow all EVV requirements applicable to CDS employers described in:
  • The EVV Policy Handbook and stand-alone EVV policies HHSC publishes on the EVV webpage
  • Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
  • Texas Government Code Chapter 532, Subchapter F

Refer to 17000 EVV CDS Employer Policies.

Revision 25-2; Effective Sept. 2, 2025

Programs and services required to use EVV are defined in Title 1 of the Texas Administrative Code (1 TAC) Part 15, Chapter 354, Subchapter O, Electronic Visit Verification, Sections 354.4005 Personal Care Services that Require the Use of EVV and 354.4006 Home Health Care Services that Require the Use of EVV.

A summary of the personal care services and home health care services required to use EVV is on the HHSC EVV webpage.

3100 EVV Service Bill Codes

Revision 25-2; Effective Sept. 2, 2025

The EVV Service Bill Codes Tables provide current billing codes for EVV-relevant services in long-term care, acute care and managed care programs.

Program providers and FMSAs, including program providers and FMSAs approved as a PSO, must use the appropriate Healthcare Common Procedure Coding System (HCPCS) and modifier combinations in the EVV Service Bill Codes Tables to prevent EVV visit transaction rejections and EVV claim match denials.

Revision 26-1; Effective Jan. 30, 2026

Program providers and FMSAs, including those approved as a PSO, must implement and begin using an EVV system before submitting an EVV claim for reimbursement.

Program providers and FMSAs, including those approved as a PSO, must complete the following steps before using an EVV system.

Step 1: Select an EVV system. Refer to 4100 EVV System Selection:

• The state provided EVV System
• EVV Proprietary System

Step 2: Complete all EVV training. Refer to 4200 EVV Training:

• EVV System Training
• EVV Policy Training
• EVV Portal

Step 3: Complete EVV system Onboarding:

• Manually enter or electronically import identification data. Refer to 4400 Data Collection.
• Enter or confirm member service authorizations. Refer to 4500 Service Authorizations.
• Setup member schedules if required. Refer to 4600 Schedules.
• Create service provider or CDS employee profiles and credentials. Refer to 4300 Credentialing and 17020 CDS Employer Steps Prior to Using an EVV System.
• For FMSAs only, create unique CDS employer profiles and credentials depending on the option selected on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities. Refer to 17020 CDS Employer Steps Prior to Using an EVV System.

4100 EVV System Selection

Revision 26-1, Effective Jan. 30, 2026

State and federal law require program providers and FMSAs, including those approved as a PSO, to use an EVV system for Medicaid services required to use EVV.

Program providers and FMSAs must complete the following:

• Select a single EVV system
• Note: A program provider or FMSA, including those approved as a PSO, may be associated with multiple EVV systems. They may not, however, collect visit transactions in more than one EVV system at a time.
• Complete the EVV system training, EVV policy training and EVV Portal training
• Complete the EVV system onboarding process
• Begin using the EVV system

Failure to use an EVV system to verify and document the occurrence of a service visit will result in the denial or recoupment of EVV claims by HHSC and MCOs.

Subcontracted providers must use the EVV system selected by the program provider, including a program provider approved as a PSO, directly contracted with HHSC or an MCO. CDS employers must use the EVV system selected by their FMSA, including an FMSA approved as a PSO.

There are two types of EVV systems:

• State provided EVV System
• EVV Proprietary Systems purchased or developed by a program provider or FMSA

4110 State Provided EVV System

Revision 26-1; Effective Jan. 30, 2026

The state provides a state provided EVV System at no cost to program providers, FMSAs or CDS employers. Information on the state provided EVV System is on the HHSC EVV website.

The state provided EVV System Vendor is HHAeXchange. Information about HHAeXchange is available on the HHAeXchange Texas webpage or by phone at 833-430-1307.

4120 EVV Proprietary Systems

Revision 25-2; Effective Sept. 2, 2025

An EVV proprietary system is an approved EVV system that a program provider or FMSA may use instead of the state provided EVV system that:

• Is purchased or developed by a program provider or an FMSA
• Is used to exchange EVV data with the EVV Aggregator
• Complies with HHSC EVV Policy as it relates to EVV Proprietary Systems
• Complies with HHSC EVV Business Rules for Proprietary Systems
• Complies with the requirements of Texas Government Code Chapter 532, Subchapter F

A program provider or FMSA must be approved as a proprietary system operator (PSO) before using an EVV proprietary system.

Refer to 2400 EVV Proprietary System Operator and 5000 EVV Proprietary System.

4130 Select an EVV System

Revision 25-2; Effective Sept. 2, 2025

State Provided EVV System Selection

To select the state provided EVV system, program providers or FMSAs must complete, sign, date and submit the EVV Provider Onboarding Form directly to the state provided EVV system vendor. The EVV Provider Onboarding Form must be signed by the program provider’s or FMSA’s signature authority.

The state provided EVV system vendor may offer add-ons to the state provided EVV system for a fee, such as billing solutions. HHSC does not require program providers or FMSAs to buy add-ons when selecting to use the state provided EVV system.

HHSC encourages program providers and FMSAs to review the state provided EVV system vendor’s business practices such as clock in and clock out methods, visit maintenance processes and training options before selecting the state provided EVV system.

Program providers or FMSAs may visit the TMHP EVV Vendors webpage to learn more about the state provided EVV system.

EVV Proprietary System Selection

Program providers or FMSAs interested in using an EVV proprietary system must visit the TMHP Proprietary System webpage to review the EVV PSO Onboarding Process and review Section 5030 Proprietary System Onboarding Process.

To begin the process to obtain approval to use an EVV proprietary system, a program provider or FMSA must submit an electronic EVV Proprietary System Request Form. The program provider’s or FMSA’s signature authority must sign the EVV Proprietary System Request Form.

Program providers and FMSAs must receive written approval from TMHP before using an EVV proprietary system. 

HHSC has no role in the contracting process between the program provider or FMSA and the EVV proprietary system vendor and cannot provide any assistance or guidance with these contracts.

Contact TMHP at EVV@tmhp.com with questions about EVV system selection.

4200 EVV Training

Revision 26-1, Effective Jan. 30, 2026

The HHSC EVV Training Policy requires all EVV system users who perform EVV system operations to complete all required EVV training:

• Before using the state provided EVV System or an EVV Proprietary System
• Yearly after the initial training

EVV system users include:

• Program providers, including program providers approved as a Proprietary System Operator (PSO)
• FMSAs, including FMSAs approved as a PSO
• CDS employers
• Service providers
• CDS employees
• Other staff whose duties require the use of the EVV system

Service providers and CDS employees are only required to take clock in and clock out training. Refer to 4240 Training Requirements for Service Providers and CDS Employees.

The state provided EVV System Vendor, an approved EVV Proprietary System Vendor, program provider, FMSA or PSO will not grant access to the EVV system until the EVV system user has completed the required EVV system training.

The payers may request proof of completed training. Do not submit proof of training completion to HHSC, an MCO or TMHP unless requested.

Proof of completed training must include the:

• Name of the training
• Name of the person completing the training
• Date of the training

Program providers, FMSAs, PSOs and CDS employers can review the EVV Training Requirements Checklists on the EVV webpage.

The state provided EVV System Vendor, an approved EVV Proprietary System Vendor, PSO or an entity on behalf of the PSO, HHSC, MCOs and TMHP may offer EVV training in different delivery methods, such as:

• Computer-based training (CBT)
• Instructor-led training (ILT)
• Webinars

Contact the state provided EVV System Vendor, approved EVV Proprietary System Vendor, PSO, HHSC, MCO or TMHP for details on specific training delivery methods.

Note: EVV policy training may vary if your payer is an MCO. Check with your MCO for information on EVV policy training and requirements.

4210 EVV Training Requirements for Program Providers

Revision 25-2; Effective Sept. 2, 2025

Program provider staff, including staff employed by a program provider approved as a proprietary system operator (PSO), who are EVV Portal and system users must complete the required EVV training in the table below.

EVV system users are staff who:

• have access to the EVV system
• perform EVV system operations
• perform visit maintenance in the state provided EVV system or EVV proprietary system

EVV Portal users are staff who:

• have access to the EVV Portal
• conduct visit or claim searches
• generate reports

Billing staff are staff who submit Medicaid claims for an EVV-required service.

Program providers must keep up-to-date training records for their staff.

Program providers who are approved to use an EVV proprietary system must train all users on the proper use of the EVV proprietary system. Program providers must train their service providers on the clock in and clock out methods.

The payer may take enforcement action if a program provider or program provider approved as a PSO does not make sure all system users complete the required EVV training.

4220 EVV Training Requirements for FMSAs

Revision 25-2; Effective Sept. 2, 2025

FMSA staff, including staff employed by an FMSA approved as a PSO, who are EVV Portal and system users must complete the required EVV training in the table below.

EVV system users are staff who:

• have access to the EVV system,
• perform EVV system operations, and
• complete visit maintenance in the state provided EVV system or EVV proprietary system.

EVV Portal users are staff who:

• have access to the EVV Portal,
• conduct visit or claim searches, and
• generate reports.

Billing staff are staff who submit Medicaid claims for an EVV-required service.

FMSAs must keep up-to-date training records for their staff. FMSAs may request training records from their CDS employers.

The payer may take enforcement action if an FMSA or an FMSA approved as a PSO does not make sure all system users complete the required EVV training.

4230 EVV Training Requirements for CDS Employers

Revision 26-1, Effective Jan. 30, 2026

CDS employers must take EVV system and EVV policy training to learn:

• EVV policy requirements;
• how to use the EVV system; and
• how to train CDS employees on the approved clock in and clock out methods.

CDS employers must complete applicable required EVV training based on the option selected on Form 1722, CDS Employer's Selection for Electronic Visit Verification Responsibilities. If the CDS employer has a designated representative (DR), the DR must also complete the required EVV training based on the option selected by the CDS employer. This information is in the table below.

CDS employers must make sure their CDS employees are trained on the clock in and clock out methods. They may request help from the state provided EVV System Vendor or the EVV PSO.

See details in table below for CDS employer required EVV training based on the delegation of visit maintenance on Form 1722, CDS Employer's Selection for Electronic Visit Verification Responsibilities.

• A CDS employer who switches their option by completing a new Form 1722 must take the proper training for that option before being granted greater access to the EVV system by the state provided EVV System Vendor or their FMSA, including an FMSA approved as a Proprietary System Operator (PSO).

Note: HHSC policy training is available in Spanish or English.

CDS employers who selected Option 1

The CDS employer agrees to complete all visit maintenance and approve their employee’s time worked in the EVV system:

CDS employers who selected Option 2

The CDS employer elects to have their FMSA complete all visit maintenance on their behalf. However, the CDS employer will approve their employee's time worked in the EVV system:

CDS employers who selected Option 3

The CDS employer elects to have their FMSA complete all visit maintenance on their behalf. The FMSA will confirm the employee’s time worked in the EVV system based on approval documentation from the CDS employer:

The CDS employer must keep up-to-date training records of their training completions and provide training records to their FMSA, HHSC or their MCO, if requested.

4240 Training Requirements for Service Providers and CDS Employees

Revision 25-2; Effective Sept. 2, 2025

Service providers and CDS employees must complete the required EVV training in the table below.

The state provided EVV system vendor or EVV proprietary system vendor will provide materials and resources.

Service Providers and CDS Employees:

Program providers, including program providers approved as a PSO, or their designee, must train service providers on clock in and clock out methods. CDS employers must train CDS employees on clock in and clock out methods.

Service providers or CDS employees may experience a delay in payment or inaccurate payments if the EVV system is not used correctly.

The CDS employer must use Form 1732, Management and Training of Service Provider, to keep up-to-date records of the training the CDS employee has completed. Form 1732 should be provided to the FMSA.

The payer may take enforcement action if a program provider, program provider approved as a PSO or a CDS employer does not provide Clock In and Clock Out Methods training to their service providers.

4250 EVV Training Registration

Revision 26-1, Effective Jan. 30, 2026

To register for EVV training:

• EVV System: Visit the state provided EVV System Vendor website or contact your EVV Proprietary System Vendor. CDS employers should contact their FMSA
• EVV Policy: Visit the HHSC or MCO EVV webpage
• Access the HHSC Learning Portal then create an account
• EVV Portal Training: Visit the TMHP website
• Access the TMHP Learning Management System (LMS) and create an account

For questions related to training contact:

CDS employers should contact their FMSA if they are not sure which EVV system their FMSA selected.

4300 Credentialing

Revision 25-2, Effective Sept. 2, 2025

Program Providers

The program provider, including program providers approved as a proprietary system operator (PSO), must create credentials such as username and temporary password for all program provider staff including service providers.

Consumer Directed Services

The FMSA must create credentials, a username and a temporary password for the CDS employer and the CDS employee. All references to FMSA in this section include FMSAs approved as a PSO.

For the CDS Employer

The EVV system or the FMSA will send credentials to the CDS employer based on the email account the FMSA entered in the EVV system. If a member is not the CDS employer, the FMSA will include the CDS employer's name in the member profile and provide credentials to the CDS employer. If the member also has a DR, the CDS employer and the DR will have their own unique credentials. The FMSA must make sure the DR is associated with the CDS employer and has the appropriate permissions and access based on Form 1722, Employer’s Selection for EVV Responsibilities.

The CDS employer uses the credentials to log in to the EVV system. After the CDS employer logs in to the EVV system, the temporary password can be changed and a new password can be created.

The FMSA can only see the CDS employer's username and email address in the EVV system. However, both the FMSA and the CDS employer can change the password.

There are two common reasons a CDS employer has not received their credentials and must contact their FMSA.

• The FMSA has not created credentials for the CDS employer
• The information entered by the FMSA was incorrect
  • The FMSA can correct the email address and resend credentials to the CDS employer

For the CDS Employee

The FMSA or the CDS employer provides the credentials to the CDS employee.

Contact the state provided EVV system vendor or your EVV proprietary system vendor to find out if the FMSA or the CDS employer will provide the CDS employee credentials.

4400 Data Collection

Revision 26-1, Effective Jan. 30, 2026

In alignment with Texas Government Code Chapter 532, Subchapter F and federal requirements, the EVV system must allow for verification of the following critical data elements about the delivery of Medicaid services:

• Type of service provided
• Name of the member to whom the service is provided
• Date and times the service provider began and ended the service delivery visit
  • The EVV system will use the local time zone of the member’s home
• Location, including the address and geolocation where the service was provided
  • If the geolocation is incorrect, the location can be corrected in the member’s profile in the EVV system
• Name of the service provider who delivered the service
• Other information HHSC determines is needed to ensure accurate Medicaid claims

Program providers, FMSAs and PSOs must make sure Texas Medicaid data as defined in 1600 is:

• stored within the United States
• not accessed or transmitted outside of the United States
• not used to perform any work outside of the United States

PSOs must make sure their EVV Proprietary System Vendor complies with data storage and access requirements listed above.

HHSC categorizes the other critical data elements needed to ensure accurate Medicaid claims as:

• Identification data
• Visit data

The EVV system:

• Electronically captures and verifies critical data elements to confirm service delivery
• Validates identification data against data received from the Texas Medicaid system

Once the EVV system verifies the identification data and visit data are complete and accurate, they are combined to create the EVV visit transaction.

Identification Data

Before using the EVV system, the program provider or FMSA, including a program provider or FMSA approved as a Proprietary System Operator (PSO), must enter or import the following identification data into the EVV system:

• Service authorization data, including the type of service provided
• Name of the member who received the service
• Name of the person who provided the service
• Other information HHSC determines is needed to ensure the accurate adjudication of Medicaid claims such as:
  • program provider
  • FMSA
  • CDS employer information

Program providers, FMSAs and PSOs must manually enter or electronically import identification data during the EVV system onboarding process or after the onboarding process for new members.

Once the program provider, FMSA or PSO has completed entry of all identification data, the service provider or CDS employee may begin to use the EVV system.

Program providers, FMSAs and PSOs must maintain the identification data as needed. They are solely responsible for maintaining accurate and up-to-date data within the EVV system. This includes information managed or maintained by a third party or subcontractor. If the program provider, FMSA or PSO identifies data errors, they must act to resolve the inaccuracy.

Visit Data

When the service provider clocks in and clocks out of the EVV system, the system captures the following visit data:

• Service authorization data, including the type of service provided
• Member data, including the name of the member who received the service
• Date and times the service provider began and ended the service delivery visit
  • The EVV system will use the local time zone of the member’s home
• Location, including the address and geolocation where the service was provided
  • If the geolocation is incorrect, the location can be corrected in the member’s profile in the EVV system
• Name of the service provider who delivered the service
• Electronic verification method used to clock in and clock out

Missing or incorrect identification data and visit data in the EVV system results in:

• Rejected EVV visit transactions
• Denied or recouped EVV claims
• Inaccurate EVV standard reports

Contact your payer for questions about the data elements.

Contact the state provided EVV System Vendor or your EVV Proprietary System Vendor for questions about entering data into the EVV system.

4500 Service Authorizations

Revision 25-2; Effective Sept. 2, 2025

Payers must authorize and document services a member is eligible to receive.

Program providers and FMSAs, including program providers and FMSAs approved as a proprietary system operator (PSO), may receive authorization for member services through one of the following, depending on the Medicaid program:

• Service authorization
• Prior authorization
• Individual plan of care (IPC)
• Individual service plan (ISP)
• Community care service notification

Service authorizations, when entered into the EVV system, must include at least the following when applicable:

• Payer
• Provider, which could be National Provider Identifier (NPI), Atypical Provider Identifier (API), Texas Identification Number (TIN)
• Member Medicaid ID
• Service group, service code or HCPCS and Modifier
• Authorization start date and end date

The EVV system will electronically retrieve the most recent service authorization from TMHP for the following HHSC programs:

• Community Living Assistance and Support Services (CLASS) Waiver
• Deaf Blind Multiple Disabilities (DBMD) Waiver
• Home and Community-based Services (HCS) Waiver
• Texas Home Living (TxHmL) Waiver
• Personal Care Services (PCS)
• Primary Home Care (PHC)
• Family Care (FC)
• Community Attendant Services (CAS)
• Youth Empowerment Service (YES) Waiver

The EVV system will alert program providers or FMSAs of a change in a service plan that was electronically retrieved from TMHP. The program providers and FMSAs must review the updated service authorization to confirm it is accurate.

Program providers, FMSAs and PSOs must confirm all electronically received service authorizations in the EVV system to ensure eligibility for each member.

Program providers, FMSAs and PSOs must manually enter service authorizations into the EVV system for the Home and Community-based Services – Adult Mental Health (HCBS-AMH) and all managed care programs. Contact your MCO for instructions on manually entering authorizations for managed care members.

Failure to enter the most current service authorization issued by the payer into the EVV system may result in the need for visit maintenance or the payer may deny or recoup related EVV claims. Program providers, FMSAs and PSOs may manually enter service authorization changes and updates into the EVV system at any time.

Contact your payer with questions about service authorization requirements. Contact the state provided EVV system vendor or your EVV proprietary system vendor with questions on the entry of service authorizations into the EVV system.

4600 Schedules

Revision 25-2; Effective Sept. 2, 2025

A schedule is planned frequency and duration of an EVV service entered in the EVV system.

EVV policy does not require program providers and FMSAs, including program providers and FMSAs approved as a proprietary system operator (PSO), to enter schedules in the EVV system. Service delivery can occur with or without a schedule.

Program providers, FMSAs and PSOs must follow their program requirements for schedules to find out if they are required to enter a schedule in the EVV system. Failure to follow program requirements may result in EVV claims being recouped.

Only EVV users with appropriate security access can enter a schedule in the EVV system. A complete service provider or CDS employee profile must exist in the EVV system before a program provider, FMSA or PSO can enter a schedule in the EVV system. Contact the state provided EVV system vendor or EVV proprietary system vendor for the scheduling process.

The program provider, FMSA or PSO must monitor service authorizations to make sure a schedule entered in the EVV system has enough units available for service delivery. Refer to 4500 Service Authorizations.

EVV visit transactions that do not match a schedule will require visit maintenance. The program provider, FMSA, CDS employer or PSO must use Reason Code 110 A, Service delivery differs from schedule, when it is allowable for the service provider to work at times other than the schedule in the EVV system. The program provider, FMSA, CDS employer or PSO must not complete visit maintenance to change schedule information after a visit is created, except for Weekly Variable Schedule information before the Weekly Variable Schedule End Date.

Refer to 6000 EVV Visit Transaction, 9000 Visit Maintenance and 10000 Reason Codes for more information.

Contact your program representative with questions about schedule requirements.

No Schedule

If a program provider, FMSA or PSO does not choose a schedule type in the EVV system, the default is no schedule.

Service providers and CDS employees can still clock in and clock out of the EVV system if the program provider, FMSA or PSO does not choose a schedule type.

An EVV visit transaction will match without a schedule if there are no other data errors.

State Provided EVV System

The state provided EVV system allows the program provider and FMSA to select from three schedule types when entering schedules in the EVV system:

• Daily Fixed
• Daily Variable
• Weekly Variable

A member can have one schedule type for one service and another schedule type or no schedule type for another service. Only one schedule type can be selected for a specific service at a time.

The state provided EVV system will alert the program provider or FMSA when:

• the service provider or CDS employee on the schedule does not have a complete profile in the EVV system
• a schedule is entered without a service authorization
• a schedule does not match an existing service authorization
• an updated service authorization is available in the EVV system
• a change to the schedule type is made

Visit Maintenance Reduction Features

Visit maintenance reduction features are available in the state provided EVV system vendor for program providers and FMSAs who enter Daily Fixed or Daily Variable schedule types in the EVV system. Visit maintenance reduction features help reduce visit maintenance.

Available visit maintenance reduction features in the EVV systems are:

• Optional Expanded Time for Auto-Verification
• Optional Automatic Downward Adjustment

Refer to 9090 Visit Maintenance Reduction Features.

EVV Proprietary Systems

HHSC does not require an EVV proprietary system vendor to offer schedule types in their EVV proprietary system. The EVV PSO is not required to but may choose to implement an alternate schedule type or follow EVV policy for Daily Fixed, Daily Variable or Weekly Variable schedule types.

Note: Even if the EVV proprietary system does not offer schedules, program providers, FMSAs and PSOs must follow their program requirements for schedules to find out if they are required to enter a schedule in the EVV system. Failure to follow program requirements may result in EVV claims being recouped.

Contact your EVV proprietary system vendor to learn about schedule types available in your proprietary system.

4610 Schedule Types

Revision 26-1, Effective Jan. 30, 2026

Daily Fixed Schedule

The Daily Fixed Schedule type is selected when service delivery must follow the member’s plan of care exactly.

A program provider or FMSA, including a program provider or FMSA approved as a Proprietary System Operator (PSO), can select this schedule type if the program requires the service provider deliver EVV services per the member’s plan of care.

Program providers, FMSAs or PSOs have the option to turn on or off visit maintenance reduction features as needed for each member and service in the EVV system.

Schedule Match Criteria – Daily Fixed Schedule

Daily Variable Schedule

The Daily Variable Schedule type is selected when service delivery allows for flexibility when scheduling EVV services based on the member’s plan of care.

A program provider, FMSA or PSO can select this schedule type if program requirements allow flexible service delivery within a day based on the schedule entered in the EVV system.

Program providers, FMSAs or PSOs have the option to turn on or off visit maintenance reduction features as needed for each member and service in the EVV system.

Schedule Match Criteria – Daily Variable Schedule

Weekly Variable Schedule

The Weekly Variable Schedule type is selected when the member’s plan of care allows for maximum flexibility in service delivery.

The program provider, FMSA or PSO can select this schedule type if program requirements allow service delivery throughout the week based on the needs and schedule of the member rather than the schedule entered in the EVV system.

All visit maintenance reduction features are turned off and cannot be turned on for this schedule type.

Schedule Match Criteria – Weekly Variable Schedule

4700 EVV System Transfer

Revision 26-1, Effective Jan. 30, 2026

A program provider or FMSA, including a program provider or FMSA approved as a Proprietary System Operator (PSO), may complete the following system transfer types:

• the state provided EVV System to an EVV Proprietary System Operator
• an EVV Proprietary System to the state provided EVV System
• one EVV Proprietary System to another EVV Proprietary System

Program providers and FMSAs who have not selected an EVV system must follow 4100 EVV System Selection.

A program provider, FMSA or PSO may not use a new EVV system before system transfer effective date.

When a program provider, FMSA or PSO requests a system transfer they must:

• Collect visit data in only one EVV system at a time
  • Document all EVV visits for dates of service before the system transfer effective date in the current EVV system
  • Document all EVV visits for dates of service on or after the system transfer effective date in the new EVV system
• Return all alternative devices supplied by the current EVV system vendor after the system transfer effective date with the new EVV system per the requirements of the state provided EVV System Vendor or EVV Proprietary System Vendor
  • the FMSA or FMSA approved as a PSO must make sure CDS employers return all alternative devices supplied by the current EVV system vendor after the system transfer effective date with the new EVV system

Data Transfer Requirements

The program provider, FMSA or PSO may, but is not required to, transfer data from the current EVV system to the new EVV system. The EVV Data Transfer Guide is on the TMHP EVV Proprietary Systems webpage and provides standardized templates for data transfer. The data transfer requirements are below.

• The program provider, FMSA or PSO must tell the current EVV system vendor which data elements they want exported from the current EVV system, if any.
• The program provider, FMSA or PSO must make sure the data transfer occurs correctly.
• The current EVV system vendor must export the data elements in the required format that the program provider, FMSA or PSO wants exported.
• The new EVV system vendor must import the data elements in the required format that the program provider, FMSA or PSO wants imported.

4710 How to Transfer to the State Provided EVV System

Revision 25-2; Effective Sept. 2, 2025

Proprietary system operators (PSOs) who wish to transfer to the state provided EVV system must request a transfer with TMHP at least 120 days before the desired system transfer effective date. The transfer may occur before the 120 days if a PSO and the state provided EVV system vendor agree on an earlier date.

The 120-day transfer time frame allows for:

• training on the state provided EVV system
• transfer of data if requested by the PSO
• completion of all tasks necessary to use the state provided EVV system

FMSAs approved as a PSO must tell CDS employers at least 60 days in advance of the planned system transfer effective date to allow time to retrain CDS employers and their CDS employees on the state provided EVV system.

PSOs must:

• Complete a Termination Form with their current EVV proprietary system 120 days before the desired system transfer effective date.
• Complete an EVV Provider Onboarding Form with the state provided EVV system vendor 120 days before the desired system transfer effective date:
  • Select transfer on the form.
  • Submit to the state provided EVV system vendor.

Transfer process:

• The state provided EVV system vendor will contact the signature authority or the EVV System Administrator within five business days of receipt to confirm the request to transfer and acknowledge receipt.
• The PSO will contact the EVV proprietary system vendor to discuss the transfer request and agree on a date to transfer data to the state provided EVV system.
• The EVV proprietary system vendor will communicate the date to transfer data to the state provided EVV system vendor and TMHP.
• The state provided EVV system vendor must import data within five business days of receipt on behalf of the PSO.
• The state provided EVV system vendor will tell the PSO and TMHP within five business days of completing the data transfer.
• The state provided EVV system vendor will provide further onboarding and EVV system training instructions.

PSOs transferring to the state provided EVV system:

• Must follow 4100 EVV System Selection and 4700 EVV System Transfer.
• Must make sure all staff, service providers and CDS employers complete EVV system training before using the state provided EVV system.
  • CDS employers must make sure their employees complete training before using the state provided EVV system.
• Will not receive a grace period for complying with EVV Policy.
• May have EVV claims denied or recouped if there are no accepted EVV visit transactions.

Contact the state provided EVV system vendor or email TMHP for questions about EVV system transfers to the state provided EVV system.

4720 How to Transfer to an EVV Proprietary System

Revision 25-2; Effective Sept. 2, 2025

If transferring to an EVV proprietary system from the state provided EVV system or another EVV proprietary system a program provider, including a program provider approved as a proprietary system operator (PSO), or an FMSA, including an FMSA approved as a PSO, must:

• Submit an electronic EVV Proprietary System Request Form through the EVV Portal.
• Submit a Termination Form to the state provided EVV system vendor or current EVV proprietary system vendor within seven days of TMHP accepting the program provider or FMSA into an Operational Readiness Review (ORR) session.
• Accept assignment to an ORR and complete all steps in 5000 EVV Proprietary System.

Transferring from the state provided EVV system to an EVV proprietary system or from one EVV proprietary system to another can only occur after:

• Successful completion of the PSO onboarding process.
• TMHP provides written approval of the EVV proprietary system.
• TMHP and the PSO agree on a system transfer effective date.

Program providers or FMSAs who transfer from the state provided EVV system to an EVV proprietary system or PSOs who transfer from one EVV proprietary system to another:

• Must make sure all staff, service providers and CDS employers complete EVV system training before using the new EVV proprietary system.
  • CDS employers must make sure their employees complete EVV system training before using the new EVV proprietary system.
• Will not receive a grace period for complying with EVV Policy.
• May have EVV claims denied or recouped if there are no accepted EVV visit transactions.

Refer to 5000 EVV Proprietary System.

Contact the selected EVV proprietary system vendor or email TMHP with questions about EVV proprietary system transfers.

Revision 26-1; Effective Jan. 30, 2026

An EVV Proprietary System is an approved EVV system that a program provider or FMSA may use instead of the state provided EVV System to exchange EVV data with the EVV Aggregator.

Texas Government Code Chapter 532, Subchapter F authorizes HHSC to recognize an EVV Proprietary System that complies with EVV standards and policy requirements. HHSC has contracted with TMHP to oversee the Proprietary Systems, including the approval and onboarding of new EVV Proprietary System Vendors and approving program providers or FMSAs as PSOs.

Program providers or FMSAs approved to operate an EVV Proprietary System must comply fully with

• EVV Policy Handbook, including stand-alone EVV policies HHSC publishes on the EVV webpage
• EVV policies applicable to program providers and FMSAs
• HHSC EVV Business Rules for Proprietary Systems
• Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
• Texas Government Code Chapter 532, Subchapter F, Electronic Visit Verification System

A program provider or FMSA may not be approved to use an EVV proprietary system if the EVV Proprietary System Vendor is out of compliance with any EVV requirements.

Program providers or FMSAs must submit an electronic EVV Proprietary System Request Form to enter the PSO onboarding process.

A program provider or FMSA can choose from two onboarding paths:

• the Standard Path to request approval to:
  • use an EVV Proprietary System that has not been approved, or
  • implement functionality not reviewed in a previously approved EVV Proprietary System.
• the Expedited Path to request approval to use an existing operational EVV Proprietary System that has been fully approved.

Information about each onboarding path and the responsibilities, requirements and time lines for each Path are on the TMHP EVV Proprietary Systems webpage.

Program providers or FMSAs must meet applicable HHSC EVV Business Rules for Proprietary Systems posted on the TMHP Proprietary Systems webpage. They also must follow all HHSC EVV standards and policy requirements. These include:

• State and federal laws that govern EVV
• HHSC EVV Policy Handbook
• HHSC EVV Business Rules for Proprietary Systems
• EVV PSO onboarding process

A program provider or FMSA that receives approval to use an EVV Proprietary System is known as a Proprietary System Operator (PSO). Refer to 2400 EVV Proprietary System Operator.

The PSO must:

• Follow all requirements specified through HHSC or MCO program provider or FMSA contracts.
  • The PSO will be subject to HHSC and MCO EVV Compliance Reviews and other compliance monitoring under the program provider or FMSA contract(s). Refer to 5080 Proprietary System Operator Compliance.
• Inform HHSC and TMHP if the EVV Proprietary System is not compliant with EVV standards and requirements or when making significant changes to the EVV system.
• Tell the payers when transferring from an EVV Proprietary System and when status changes occur.

The PSO and EVV Proprietary System may be subject to periodic verification, system testing and auditing as specified.

PSOs, EVV Proprietary System vendors and outside entities may only use the HHS logo on materials and websites if approved by the HHSC Office of Communications.

5010 Reimbursement for Use of an EVV Proprietary System

Revision 24-1; Effective Sept. 12, 2024

HHSC does not directly reimburse program providers and FMSAs for the use of an EVV proprietary system. However, program providers and FMSAs can report costs related to their EVV proprietary system through established Medicaid cost reporting processes.

HHSC evaluates this data when setting future Medicaid rates. Not all Medicaid programs use cost reports.

Contact the HHSC Provider Finance Department at ProviderFinanceDept@hhs.texas.gov or your MCO for more information about Medicaid cost reporting.

5020 EVV Proprietary System Operator and Proprietary System Vendor Responsibilities

Revision 26-1, Effective Jan. 30, 2026

The Proprietary System Operator (PSO) and the EVV Proprietary System Vendor must meet the requirements governing the use of EVV Proprietary Systems in the:

• Texas Government Code Chapter 532, Subchapter F
• Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
• EVV policies
• HHSC EVV Business Rules for Proprietary Systems

The PSO and EVV Proprietary System Vendor must:

• make sure Texas Medicaid data is:
  • stored within the United States
  • not accessed outside of the United States and
  • not used to perform work outside of the United States.
• comply with the Health Insurance Portability and Accountability Act (HIPAA) and the American Disabilities Act (ADA).
• assume responsibility for the design, development, operation and performance of the EVV Proprietary System.
• assume responsibility for all costs to develop, implement, operate and maintain the EVV Proprietary System.
• make sure EVV data collected, stored and reported by the EVV Proprietary System is accurate.
• submit EVV visit transactions to the EVV Aggregator.
• make sure EVV visit transactions from the EVV Proprietary System are accepted by the EVV Aggregator.
• maintain all system data, backup data and historical data to comply with and support all legal, regulatory and general business purposes.
• provide system access to state staff, TMHP staff, MCO staff if applicable and other state and federal entities as required.
• provide HHSC-approved clock in and clock out methods associated with the EVV Proprietary System, one of which must be the mobile method.
• make sure use of the EVV Proprietary System will not conflict with:
  • EVV policies or requirements, including stand-alone EVV policies HHSC publishes on the EVV webpage
  • HHSC EVV Business Rules for Proprietary Systems
  • Texas Government Code Chapter 532, Subchapter F
  • Applicable program policy rules

The PSO also must:

• agree to forego use of the cost free state provided EVV System.
• assume liability and risk for the use of the EVV Proprietary System.
• train EVV Proprietary System users, including state and MCO staff.
• prepare a training plan for initial and yearly training and provide an annual attestation of the training plan.
• not charge the CDS employer, service provider, member, HHSC, MCO or TMHP for any clock in and clock out method.
• assume responsibility for the functionality and accuracy of all clock in and clock out methods distributed to service providers and CDS employees.
• comply with all EVV program provider and FMSA policies.

5030 EVV Proprietary System Onboarding Process

Revision 26-1, Effective Jan. 30, 2026

To begin the Proprietary System onboarding process, a program provider or FMSA must follow the EVV PSO Onboarding Process posted on the TMHP Proprietary Systems webpage and submit an electronic EVV Proprietary System Request Form. A signature authority for the program provider or FMSA must sign the EVV Proprietary System Request Form.

After the EVV Proprietary System Request Form is submitted, HHSC, TMHP and the program provider or FMSA will meet to review the detailed requirements for the PSO onboarding process, and the major milestones associated with the assigned ORR session.

The program provider or FMSA must tell TMHP if the project timeline associated with the ORR session poses any risks to the program provider or FMSA. TMHP may require the program provider or FMSA to withdraw from the offered ORR session and continue to use their current EVV system until they have successfully transferred to the new EVV system in a future ORR session.

Program providers or FMSAs may use their EVV Proprietary System for one or more NPI/API or TIN combinations when onboarding if the program provider or FMSA includes all the NPI/API or TIN combinations on the submitted EVV Proprietary System Request Form.

Key Personnel

The program provider or FMSA must identify the following key personnel for the EVV Proprietary System administration:

• Onboarding Project Manager
  • Manages the PSO onboarding process for the program provider or FMSA.
  • Acts as the program provider or FMSA’s primary point of contact during the PSO onboarding process.
  • Provides progress updates and escalates issues that may arise to TMHP and HHSC during the PSO onboarding process.
  • May be a program provider or FMSA representative or a Proprietary System software vendor representative.
• EVV System Administrator
  • Manages EVV system access.
  • Provides access for staff that may include subcontracted or third-party personnel as needed to complete visit maintenance tasks.
    • Note: The EVV system administrator must make sure staff who use the EVV system follow HIPAA laws and appropriate security protocols.
  • Acts as the PSO’s primary point of contact after the Go-Live date.
    • If the EVV System Administrator is not an employee of the PSO, they are responsible for making sure the EVV Proprietary System Vendor notifies them of all communications.
  • Is listed on the EVV Proprietary System Access and Training Guide.
  • May be a program provider or FMSA representative or a Proprietary System software vendor representative.
• EVV Training Contact
  • Is responsible for providing EVV system training.
  • Is listed on the EVV Proprietary System Access and Training Guide.
  • May be a program provider or FMSA representative, or an EVV Proprietary System software vendor representative.
• Signature Authority
  • Must have legal authority to sign contracts and make transactional decisions for the program provider or FMSA.
  • Is responsible for:
    • Signing the EVV Proprietary System Request Form.
    • Certifying compliance with the HHSC EVV Business Rules for Proprietary Systems and HHSC EVV policies.
    • Approving a Go-Live date for the Proprietary System after TMHP approves the system.
    • Receiving and responding to correspondence about noncompliance.

The same person or different people may fill key personnel positions.

Program providers, FMSAs and PSOs must maintain current key personnel contact information and provide new or updated contact information to HHSC within five business days of any change.

5040 EVV Proprietary System Operational Readiness Review

Revision 26-1, Effective Jan. 30, 2026

TMHP conducts a validation process referred to as Operational Readiness Review (ORR) to determine if a program provider or FMSA is approved to operate an EVV Proprietary System.

TMHP reviews requests to enter an ORR session from program providers or FMSAs on a first-come, first-served basis. This is based on the date of receipt of the EVV Proprietary System Request Form. Program providers or FMSAs that submitted the EVV Proprietary System Request Form and have not completed the ORR are placed on a waiting list and will receive first choice of these sessions.

TMHP decides the number of program providers or FMSAs that will take part in each ORR session.

Program providers or FMSAs must make sure they have a fully developed and compliant EVV system which meets all HHSC requirements by the ORR begin date for their chosen session.

The Standard Path ORR includes the following steps:

• Certification – Program providers or FMSAs must certify compliance with:
  • Texas Government Code Chapter 532, Subchapter F
  • Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification
  • HHSC EVV Business Rules for Proprietary Systems and
  • HHSC EVV Policy Handbook
• Documentation – Program providers or FMSAs must provide specified documents for TMHP review
• Demonstration – Program providers or FMSAs must show system functionality in specific TMHP scenarios
• Trading Partner Testing (TPT) – Program providers or FMSAs must complete TPT with TMHP per TMHP scenarios

The Expedited Path ORR includes the following steps:

• Certification – Program providers or FMSAs must certify compliance with:
  • Texas Government Code Chapter 532, Subchapter F
  • 1 TAC, Chapter 354, Subchapter O
  • HHSC EVV Business Rules for Proprietary Systems and
  • HHSC EVV Policy Handbook
• TPT – Program providers or FMSAs may be required to complete TPT

Program providers or FMSAs must receive a score of 100% for each required method to receive approval to use the Proprietary System.

A program provider or FMSA that does not pass the ORR must continue to use their current EVV system or select the state provided EVV System to comply with EVV standards and policy requirements.

Refer to 4130 Select an EVV System.

5050 Success or Failure of the Operational Readiness Review

Revision 25-1; Effective March 12, 2025

TMHP determines the success or failure of the EVV proprietary system based on the outcome of the ORR.

If the program provider or FMSA achieves a 100% score for the ORR, TMHP will send an email to the program provider or FMSA to notify them of the approval. TMHP also will request a Go-Live date with the EVV proprietary system vendor.

The email is followed by a formal approval letter from TMHP.

If the program provider or FMSA fails the ORR:

• TMHP will send an email to tell the program provider or FMSA of the failure.
• TMHP will send a formal letter listing the failed scenarios, test cases and a list of the HHSC EVV Business Rules for Proprietary Systems that were not validated.
• The program provider or FMSA must continue with their current EVV system, if applicable, or select and onboard with the state provided EVV system to comply with HHSC EVV standards and policy requirements.

Refer to 4000 EVV System and Setup, 4110 State Provided EVV Systems, 4130 Select an EVV System and 4700 EVV System Transfer for more information.

5060 EVV Proprietary System General Operations

Revision 26-1, Effective Jan. 30, 2026

EVV Proprietary System Training

The PSO is responsible for training all EVV Proprietary System users on the proper use of the EVV Proprietary System including clock in and clock out methods. The PSO must make sure EVV Proprietary System users complete EVV Proprietary System training before using the EVV Proprietary System.

Clock In and Clock Out Methods

The PSO and EVV Proprietary System Vendor must:

• Select one or more clock in and clock out methods from the three HHSC-approved methods described in Section 7000 Clock In and Clock Out Methods
• Allow manual entry of EVV visit data
• Follow the HHSC EVV Policy Handbook, stand-alone EVV policies HHSC published on the HHSC EVV webpage and specific HHSC EVV Business Rules for Proprietary Systems related to the selected clock in and clock out method(s)
  • HHSC and TMHP may waive any rules and reports specific to a clock in and clock out method not selected

The PSO must offer one or more clock in and clock out methods from the three HHSC-approved methods described in Section 7000 Clock In and Clock Out Methods. One of the clock in and clock out methods offered must be the mobile method. The PSO is responsible for the functionality and accuracy of all clock in and clock out methods distributed to service providers and CDS employees.

Any alternative device approved by HHSC must derive the exact clock in and clock out date and time. An alternative device must only be used in the member’s home.

All EVV visits are subject to the requirements of 9050 Visit Maintenance Time Frame. For example, if the alternative device generates codes the EVV Proprietary System must not allow codes to be used to create a visit transaction after the 95-day visit maintenance time frame.

Refer to 7000 Clock In and Clock Out Methods and 9000 Visit Maintenance.

EVV Proprietary System Maintenance

The PSO:

• Is fully responsible for ongoing maintenance of the EVV Proprietary System and must not make changes that conflict with any EVV standards and policy requirements
• Must inform HHSC and TMHP within two business days of discovery if the EVV Proprietary System is not compliant with any EVV standards and policy requirements
• Must tell TMHP of any planned system changes that alter an approved component of the EVV Proprietary System
  • Based on the nature of the change, approval from TMHP may be required before the PSO implements the change

HHSC may modify EVV standards and policy requirements, including the HHSC EVV Business Rules for Proprietary Systems. HHSC will tell the PSO of any modifications to policy or the HHSC EVV Business Rules for Proprietary Systems. The PSO is responsible for:

• Making sure the EVV Proprietary System complies with the latest versions of the policies or HHSC EVV Business Rules for Proprietary Systems within the HHSC-approved time frame
• Certifying compliance with the latest versions of the policies or HHSC EVV Business Rules for Proprietary Systems

HHSC will specify a time frame to make updates to EVV Proprietary Systems that result from modifications to policies, requirements and HHSC EVV Business Rules for Proprietary Systems. HHSC typically provides a minimum of 90 days to complete the updates but may provide a different time frame based on the nature of the change. Changes may be required to be made in less than 90 days if HHSC finds the change is required to address an immediate need.

The PSO must make sure the EVV Proprietary System Vendor meets all required deadlines related to ongoing maintenance.

TMHP will help resolve production problems in the EVV Proprietary System for data exchange with the EVV Aggregator as needed.

5070 Access to the EVV Proprietary System

Revision 25-1; Effective March 12, 2025

All PSOs must make sure:

• State staff and MCOs with which it has a contractual relationship have immediate, direct, on-site access to the EVV proprietary system at no cost.
• The MCO’s access is limited to respective member visit data only, and only for dates of service within the time frame covered by the PSO contract with the MCO.
  • This access must be allowed indefinitely after the PSO’s contract with the MCO ends per applicable law.
• State staff, MCOs and proprietary system users have access to standard and ad hoc reports and any data necessary to verify EVV usage in accordance with EVV Business Rules for Proprietary Systems.
• The EVV proprietary system vendor provides authorized entities access to historical data.

Additionally, PSOs that are FMSAs must make sure CDS employers who select:

• Option 1 or Option 2 on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, have access to the EVV proprietary system.
• Option 3 on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, have read-only access to the EVV proprietary system if requested.

5080 Proprietary System Operator Compliance

Revision 25-2; Effective Sept. 2, 2025

EVV Compliance Reviews

PSOs are subject to EVV Compliance Reviews.

Payers use the EVV Portal to obtain the following reports for EVV Usage reviews:

• EVV Usage Report
• EVV CDS Employer Usage Report

Payers use the EVV system to obtain the EVV Landline Phone Verification Report for EVV Landline Phone Verification Reviews.

Payers may perform other compliance reviews based on data in the EVV proprietary system.

Refer to 11000 EVV Compliance Reviews.

Compliance with HHSC EVV Business Rules for Proprietary Systems and HHSC EVV Policy

If HHSC determines a PSO or the PSO’s chosen EVV proprietary system is not in compliance with the HHSC EVV Business Rules for Proprietary Systems or HHSC EVV policy, HHSC may:

• Require the PSO to correct their noncompliance and to make sure the EVV proprietary system vendor corrects their noncompliance within a time frame specified by HHSC.
• Require the EVV Aggregator to reject EVV visit transactions from the EVV proprietary system until HHSC determines the noncompliance is corrected.
• Cancel use of the EVV proprietary system if the PSO fails to correct the noncompliance within the specified time frame set by HHSC.
• Cancel use of an EVV proprietary system without giving the PSO the opportunity to correct the noncompliance if the noncompliance is:
  • Egregious, as determined by HHSC.
  • Because of a substantiated allegation of fraud, waste or abuse by the Office of Inspector General.

If a PSO does not respond to HHSC within the time frame specified in a notice of noncompliance, HHSC may:

• Require the EVV Aggregator reject all EVV visit transactions submitted from the EVV proprietary system until the PSO responds or corrects the noncompliance.
• Cancel the use of the EVV proprietary system without giving the PSO the opportunity to correct the noncompliance.

Fraud, Waste and Abuse

Noncompliance with EVV standards and policy requirements may result in:

• Fraud, waste and abuse investigations.
• The recoupment of funds for any EVV claim paid or any overpayment based on inaccurate data.

HHSC may require the EVV Aggregator reject all EVV visit transactions submitted from an EVV proprietary system effective immediately if HHSC confirms an allegation of fraud, waste or abuse related to the functionality of the EVV proprietary system.

Revision 25-1; Effective March 12, 2025

An EVV visit transaction is a record generated by an EVV system that contains data elements for an EVV visit.

The EVV visit transaction includes:

• Service authorization data
• Member data
• Service provider data
• Program provider or FMSA data
• EVV service delivery data

Once steps 1-3 described in 4000 EVV System and Setup are complete, program providers, FMSAs or CDS employers are ready to use the EVV system.

The following steps explain how to use the EVV system and how the EVV system processes EVV visit transactions.

Step 4: Service providers and CDS employees must:

• Use an approved clock in and clock out method at the beginning of service delivery to create a clock in visit transaction.
• Use an approved clock in and clock out method at the end of service delivery to create a clock out visit transaction.

Step 5: The EVV system:

• Captures and verifies visit data. Refer to 4400 Data Collection.
• Validates the identification and visit data against Texas Medicaid data.
• Notifies program providers, FMSAs or CDS employers of data errors in the EVV visit transaction.
• Submits the EVV visit transaction to the EVV Aggregator.

Step 6: The EVV Aggregator:

• Conducts data validation.
• Determines if the EVV visit transaction is an accepted or rejected EVV visit transaction.
  • Stores accepted EVV visit transactions for the claims matching process.
  • Stores rejected EVV visit transactions and returns results to the EVV system.

Step 7: Program Providers, FMSAs and CDS employers complete visit maintenance if necessary, to:

• Correct data errors and rejected EVV visit transactions sent back by the EVV aggregator.
• Adjust bill hours.
• Add reason codes and free text as required.

Step 8: Program Providers and FMSAs use the EVV Portal to:

• Search and review visit data.
• Verify accepted EVV visits for billing.
• Access the claims matching results.

Step 9: Program Providers and FMSAs:

• Submit EVV claims to the appropriate claims management system.

Step 10: EVV Aggregator:

• Matches EVV claim line items to accepted EVV visit transactions.
• Returns EVV claims match result codes to the claims management system. 

6100 EVV System

Revision 25-1; Effective March 12, 2025

The EVV system identifies data errors and notifies program providers, FMSAs or CDS employers of any data errors they must correct.

Each night the EVV system will send verified EVV visit transactions to the EVV Aggregator. Once the EVV Aggregator receives an EVV visit transaction, it will validate the data.

If the EVV visit transaction is rejected, the EVV system will receive a rejection code. The rejection code will be available in the EVV system and accessible by program providers, FMSAs or CDS employers if applicable. Contact your state provided EVV system vendor or EVV proprietary system vendor for details on how to view rejection codes.

Program providers and FMSAs can use EVV Portal reports and search tools to identify EVV visit transactions they need to correct. Once corrected, the EVV system will resend the EVV visit transaction to the EVV Aggregator for data validation.

Payers will not pay an EVV claim for reimbursement unless an accepted EVV visit transaction in the EVV Aggregator matches the claim line item. Refer to 13020 Claims Matching.

6200 EVV Aggregator

Revision 21-1; Effective Nov. 1, 2021

The EVV Aggregator is a centralized database that collects, validates and stores statewide EVV visit transaction data transmitted by an EVV system.

Once the EVV Aggregator receives an EVV visit transaction from an EVV system, the EVV Aggregator:

• Conducts validation on data from the EVV visit transaction received from the EVV system.
• Stores all accepted and rejected EVV visit transactions.
• Accepts or rejects EVV visit transaction and returns results to the EVV system.
• Matches EVV claim line items to accepted EVV visit transactions in the EVV Aggregator and
• Sends claims match results to the claims management system for final processing by the appropriate payer.

6300 EVV Portal

Revision 21-1; Effective Nov. 1, 2021

The EVV Portal is an online system that allows users to perform searches and view reports associated with the EVV visit transaction data in the EVV Aggregator.

Program providers, FMSAs, MCOs and HHSC can search, view, print and export:

• EVV Portal Reports
• Accepted Visits
• Visit History
• EVV Claim Search

Note: CDS employers will not use the EVV Portal but will have access to EVV visit logs and related reports in the EVV system.

Program providers and FMSAs can:

• View accepted EVV visit transactions ready for billing.
• Access standard EVV reports and run queries on EVV visit data.
• Check the status and identify reasons for rejection of submitted EVV visit transactions.

Revision 26-1; Effective Jan. 30, 2026

A service provider or CDS employee must use an HHSC-approved clock in and clock out method to begin and end service delivery when providing EVV services to a member in the home or the community.

HHSC has approved three clock in and clock out methods:

• Mobile method
• Home phone landline
• Alternative device

A Proprietary System Operator (PSO) must offer one or more of the three HHSC-approved clock in and clock out methods listed above. If the PSO only offers one clock in and clock out method, it must be the mobile method.

The state provided EVV System Vendor must provide access to all HHSC-approved clock in and clock out methods at no cost to the member, program provider, FMSA, CDS employer, service provider, HHSC, MCO or TMHP, except for alternative devices as described in 7040, Alternative Device.

An EVV Proprietary System Vendor may charge the PSO for access to a specific clock in and clock out method. The PSO may not pass those costs on to the member, CDS employer, service provider, HHSC, MCO or TMHP.

If the clock in and clock out method malfunctions, the EVV system must allow the program provider, including a program provider approved as a PSO, FMSA, including an FMSA approved as a PSO, or CDS employer to manually enter EVV visits.

When the service provider or CDS employee clocks in and clocks out using an HHSC-approved method, the EVV system captures the following visit data:

• Service authorization, including the type of service provided
• Member data, including the name of the member who received the services
• Date and times the provider began and ended the service delivery visit
• Location, including the address, where the service is provided
• Name of the service provider who delivered the service

A PSO does not have to enter a service authorization for a service provider or CDS employee to clock in and clock out when using any HHSC-approved clock in and clock out method. This does not eliminate the requirement to provide the required data described in 4400, Data Collection. The PSO must make sure all required data is included in the visit transaction or the claim may reject.

A program provider or FMSA who has chosen to use the state provided EVV System does not have to enter a service authorization for a service provider or CDS employee to clock in and clock out. The service provider or CDS employee may still clock in and clock out, however the visit will not auto-verify. This does not eliminate the requirement to provide the required data described in 4400, Data Collection. The program provider or FMSA must make sure all required data is included in the visit transaction or the claim may reject.

7010 Manual EVV Visits

Revision 26-1, Effective Jan. 30, 2026

A manual EVV visit is an EVV visit transaction directly entered in the EVV system versus using an HHSC-approved method. Manual visits may only be created when:

• a service provider or CDS employee does not use an HHSC-approved clock in or clock out method to record the EVV visit at the time of service delivery;
• the EVV system is temporarily unable to record visit transactions using one of the HHSC-approved methods; or
• the program provider, including a program provider approved as a Proprietary System Operator (PSO), FMSA, including an FMSA approved as a PSO, or CDS employer needs to increase the hours in a visit transaction that was created using an HHSC-approved clock in or clock out method. Refer to 8010, Bill Time In and Bill Time Out, for more information.

The CDS employer or FMSA may enter manual visits depending on the option the CDS employer has chosen on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities. Refer to 17020 CDS Employer Steps Prior to Using an EVV System.

Manually entered visits will negatively impact the EVV Usage Score. Refer to 12000 Usage.

The program provider, FMSA, CDS employer or PSO must complete the following steps if the service provider or CDS employee fails to clock in or clock out of the EVV system for any reason:

• Verify the service provider or CDS employee delivered services per program policy and requirements
• Manually enter the visit into the EVV system
• Make sure all data elements listed in 4400, Data Collection, are included and correct
• Complete visit maintenance using the most appropriate Reason Code Number(s), Reason Code Description(s) and free text, if applicable
• Make sure the EVV visit transaction is accepted at the EVV Portal. This is applicable to program providers and FMSAs

Program providers, FMSAs, CDS employers and PSOs must complete all required visit maintenance, including manually entering visits, within the visit maintenance time frame.

7020 Mobile Method

Revision 26-1, Effective Jan. 30, 2026

A service provider or CDS employee may use the mobile method to clock in and clock out of the EVV system in the home or in the community. If the mobile method is offered as a clock in and clock out method, the state provided EVV System Vendor or EVV Proprietary System Vendor will supply a downloadable application for use on a smartphone or device with internet connectivity.

The EVV allowed geo-perimeter in an approved EVV system must be within 250-1,320 feet of the member’s home. If a service provider or CDS employee clocks in or clocks out within the geo-perimeter selected by the program provider, including a program provider approved as a Proprietary System Operator (PSO) or FMSA, including an FMSA approved as a PSO, the default service delivery location is the member home. The member home is the physical address where a member who receives EVV services lives. The service provider or CDS employee can select a different service delivery location if necessary.

If the geolocation of the member’s home address in the EVV system is incorrect and registers outside the allowed geo-perimeter, the location can be corrected in the member’s EVV system profile.

If the service provider or CDS employee clocks in or clocks out beyond the geo-perimeter selected by the program provider, FMSA or PSO, the service provider or CDS employee must select the most appropriate service delivery location from the available options.

Service delivery location options include:

• Member Home
• Family Home
• Neighbor’s Home
• Community

Note: If the service provider or CDS employee clocks in at the home, delivers services in the community and then clocks out at the home, the service delivery location would be member home.

Service providers may use their own personal smartphone or tablet, or a smartphone or tablet issued by the program provider.

Service providers must not use a member’s personal smartphone or tablet to clock in and clock out of the EVV system.

CDS employees may use:

• Their own personal smartphone or tablet
• A smartphone or tablet issued by the FMSA
• A smartphone or tablet owned by the CDS employer if permission is granted
• A smartphone or tablet purchased by the CDS employer for the CDS employee’s use

The mobile method is the only clock in and clock out method the service provider or CDS employee may use when delivering EVV services in the community or when traveling out of state. Contact your program representative to find out if your service provider or CDS employee may deliver EVV services while the member is out of state.

The mobile method:

• Uses a secure login function for each user
• Records the specific location at the exact time of clocking in and clocking out
• Does not track location before clocking in, during service delivery or after clocking out
• Does not use mobile device plan minutes and only uses minimal data
• Does not store Protected Health Information (PHI) on the mobile device
• Allows the service provider to login as well as clock in and clock out when an internet connection or a cellular network is not available, and automatically uploads the data when a connection is available

Note: Program providers, FMSAs, the state provided EVV System Vendor, PSOs and EVV Proprietary System vendors must not sell location data or share it with any entity other than a Texas state government agency or contractor acting on behalf of a Texas state government agency.

Service providers and CDS employees:

• Must follow instructions from their program provider, including a program provider approved as a PSO, FMSA, including an FMSA approved as a PSO, or CDS employer to download and activate the mobile application
• Must obtain their own unique login credentials from their program provider, FMSA, CDS employer or PSO
• Must only use their own login credentials to access the mobile application
• Must not share mobile application login credentials
• May share the same mobile device to clock in and clock out of the EVV system if they each use their own mobile application login credentials

The program provider, FMSA, CDS employer or PSO may contact the state provided EVV System Vendor or the EVV Proprietary System Vendor as applicable for a full list of mobile application specifications, including supported mobile devices.

HHSC, TMHP, the state provided EVV System Vendor and MCOs are not liable for:

• Any cost incurred while using the mobile method
• Any viruses on the mobile device
• A hacked, broken, damaged, lost or stolen mobile device
• A nonworking mobile device

Service providers and CDS employees may also use the mobile application to view their EVV visits. They will not be able to view visit data for other service providers or any PHI.

7030 Home Phone Landline 

Revision 26-1, Effective Jan. 30, 2026

The service provider or CDS employee may use the member’s landline to call the state provided EVV System Vendor’s or PSO’s toll-free number to clock in and clock out if the member agrees. If the member does not allow the service provider or CDS employee to use their landline or if the member’s landline is frequently unavailable for the service provider or CDS employee to use, the service provider or CDS employee must use another approved clock in and clock out method.

Landline Requirements

• Program providers and FMSAs must follow the instructions from the vendor or EVV PSO to set up the landline.
• The landline must be the member’s home phone number or a landline in another location where the member frequently receives services, such as a family member’s home or a neighbor’s home.
  • The landline owner must give permission to the member and the service provider or CDS employee to use the phone for EVV.
• The phone must be a landline phone. It must not be an unallowable landline phone type. See Unallowable Landline Phone Type below.
  • A voice over internet protocol (VOIP) phone is allowable as a landline phone if it is a dedicated phone that requires fixed equipment at a specific address.

Program Providers and FMSAs are responsible for initial setup and maintenance of the landline in the EVV system. The program provider or FMSA must:

• Enter the member’s landline number in the EVV system before the service provider or CDS employee can use the landline to clock in and clock out.
• Enter one or more landline numbers if the member frequently receives services in an alternate location.
• Use the EVV Landline Phone Verification Report to verify the landline number in the EVV system.
• Make sure the landline number(s) listed in the member’s profile are current.
  • If the member frequently receives services in an alternate location, the service delivery location and service delivery address must be associated with the member’s profile. The service delivery location for a landline in an alternate location is restricted to the Family Home or Neighbor Home options.

The program provider or FMSA must update the member’s profile in the EVV system if the landline number used to clock in and clock out does not match.

Unallowable Landline Phone Type

An unallowable landline phone type is a mobile phone number or cellular enabled phone number. Phones used to clock in or clock out through the landline method must be a landline phone, and not a cellular phone or device.

Unallowable landline phone types include:

• Cellular phones
• Cellular enabled devices such as tablets and smart watches
• VOIP phone that does not require fixed equipment at a specific address

Numbers from phone carriers that provide mobile phone services only will always be identified as an unallowable phone type.

Note: If the service provider or CDS employee wants to use a cell phone or tablet, they must use the mobile method.

Identification of an Unallowable Landline Phone Type

Program providers, FMSAs and CDS employers must use the EVV Landline Phone Verification Report in the EVV system to identify an unallowable landline phone type as mobile. Payers also use this report to conduct EVV Landline Phone Verification Reviews. Refer to 11020 EVV Landline Phone Verification Reviews.

Action must be taken if the program provider, FMSA, CDS employer or payer identifies an unallowable phone type.

Program Provider Required Actions

When an unallowable phone type is identified, program providers must:

• Verify and document that the phone type is an allowable phone type; or
• Remove the unallowable landline phone type from the EVV system as the member’s home phone landline and make sure a valid landline or another approved clock in and clock out method is used.

Program providers must follow any actions required by the payer in a notice of noncompliance.

FMSA and CDS Employer Required Actions

When an unallowable phone type is identified, FMSAs must tell the CDS employer that the phone number is an unallowable landline phone type and:

• Work with the CDS employer to verify and document that the phone type is an allowable phone type; or
• Remove the unallowable landline phone type from the EVV system as the member’s home phone landline and work with the CDS employer to make sure a valid landline number or another approved clock in and clock out method is used.

When an unallowable phone type is identified, CDS employers must take one of the following actions:

• provide documentation to the FMSA that demonstrates the current landline number is an allowable phone type;
• provide a valid landline number to the FMSA; or
• choose another approved clock in and clock out method for the CDS employee to use and inform the FMSA of the new method.

FMSAs and CDS employers must follow any actions required by the payer in a notice of noncompliance.

Documentation

When requested by the payer, program providers and FMSAs must provide documentation to:

• demonstrate that the phone number is from an allowable phone type; or
• demonstrate that the service provider or CDS employee no longer uses an unallowable landline phone type.

Examples of documentation from an external source that shows the phone number is an allowable landline phone type may include screenshots or printouts from:

• White Pages
• Free carrier look-up service
• Reverse phone lookup

If the phone number is from an unallowable phone type, program providers and FMSAs must provide documentation that shows the service provider or CDS employee no longer uses an unallowable landline phone type. Acceptable documentation includes:

• A screenshot of the member profile that shows another approved clock in and clock out method is used.
• Verification from the EVV system that shows an alternative device was ordered for the member, if applicable.

7040 Alternative Device 

Revision 26-1, Effective Jan. 30, 2026

An alternative device is an approved electronic device that allows a service provider or CDS employee to clock in and clock out of the EVV system from the member’s home.

A program provider, including a program provider approved as a Proprietary System Operator (PSO), CDS employer or service provider must explain to the member the purpose of the alternative device and how the alternative device works.

The alternative device produces codes that identify the precise date and time service delivery begins and ends. Codes from alternative devices provided by the state provided EVV System Vendor expire seven days from the date of the EVV visit. Codes from alternative devices must be entered into the EVV system before they expire by calling a toll-free number or using the mobile device application provided by the state provided EVV System Vendor.

The service provider or CDS employee may use any phone type, such as a landline or mobile phone, to call the toll-free number and enter the alternative device codes. A service provider may not use a member’s mobile phone.

A CDS employee may use a CDS employer’s mobile phone with the CDS employer’s permission.

Note: A PSO may offer different types of alternative devices. All alternative devices must support the collection of critical data elements. HHSC must approve any alternative device used by the PSO before use. Refer to 5060 EVV Proprietary System General Operations and 4400 Data Collection.

The alternative device must always remain in the member’s home even during an evacuation. If the alternative device does not remain in the home, visit transactions may be subject to recoupment and the payer may make a Medicaid fraud referral to the HHS Office of the Inspector General.

The program provider or FMSA, including a program provider or FMSA approved as a PSO, must make sure the alternative device is returned to the appropriate entity when the equipment is no longer used.

Limitations on the Number of Alternative Devices Available to Program Providers and FMSAs from the State Provided EVV System Vendor

HHSC limits the number of free alternative devices each program provider and FMSA may order from the state provided EVV System Vendor for assignment to members. The number of free alternative devices available to each program provider or FMSA is calculated based on the program provider or FMSA’s member census and is capped at the greater of one alternative device or 7.5% of their member census.

Examples of the calculation of the number of free alternative devices a program provider or FMSA may order are:

• A program provider or FMSA with a census of 1,525 members will be able to order up to 114 free alternative devices available for assignment to members, which would be 1,525 x 7.5% = 114.4, rounded to 114.
• A program provider or FMSA with a census of 1,956 members will be able to order up to 147 free alternative devices available for assignment to members, which would be 1,956 x 7.5% = 146.7, rounded to 147.
• A program provider or FMSA with a census of eight members will be able to order one free alternative device for assignment to a member, which would be 8 x 7.5% = 0.6, rounded to one.
• A program provider or FMSA with a census of five members will be able to order one free alternative device for assignment to a member, which would be 5 x 7.5% = 0.4, rounded to zero; however, each program provider or FMSA will have access to at least one free alternative device.

HHSC may periodically review and adjust the number of free alternative devices each program provider or FMSA may order.

Note: The limitation policy on the number of alternative devices does not currently apply to program providers or FMSAs who have been approved as a PSO.

Program providers and FMSAs who use the state provided EVV System may, if they choose, purchase more alternative devices from the state provided EVV System Vendor. The state provided EVV System Vendor will set the purchase price for the additional alternative devices.

Program providers and FMSAs must develop internal policies on the equitable distribution of both free and purchased alternative devices.

If a member is eligible for an alternative device but does not receive one based on the FMSA’s internal policies, a CDS employer may choose to use funds from the Employer Support Services portion of their budget to purchase an alternative device.

Ordering Alternative Devices from the State Provided EVV System Vendor

Program providers and FMSAs who use the state provided EVV System may only order an alternative device when the member meets certain criteria. The criteria apply if a program provider or FMSA uses one of the free alternative devices or purchases an alternative device from the state provided EVV System Vendor.

Before a program provider or FMSA orders an alternative device, they must make sure the member or CDS employer meets certain criteria to be assigned an alternative device. For members who use the Agency Option or Service Responsibility Option (SRO), an alternative device may be assigned to a member if:

• the member’s service provider does not have a smartphone or tablet; and
• the member does not have a landline or does not allow the service provider to use their landline.

For members who use the CDS option, an alternative device may be assigned to a CDS employer if:

• the CDS employee does not have a smartphone or tablet;
• the CDS employer does not have a landline or does not allow the CDS employee to use their landline; and
• the CDS employer does not allow the CDS employee to use their smart phone or tablet.
  • Note: If the CDS employer purchased or pays for a landline, smartphone or tablet with CDS funds from their Employer Support Services budget, they may not refuse to allow the CDS employee to use the smartphone or tablet.

Program providers and FMSAs should submit a request to order an alternative device per the state provided EVV System Vendor’s ordering process on the HHAeXchange website within five business days of determining a member meets the criteria. They must follow the state provided EVV System Vendor’s process for ordering an alternative device.

The state provided EVV System Vendor has five business days to process and ship the alternative device to the requestor upon receipt of a complete order, up to the total number of alternative devices available for a program provider and FMSA. Depending on the shipping method, it may take additional days to deliver the order.

Program providers, FMSAs on behalf of CDS employers or CDS employers may use the state provided EVV System Vendor’s electronic ordering method to:

• order a new or replacement alternative device;
• track orders for the alternative device;
• manage, assign and unassign alternative devices; and
• manage shipping addresses.

If a clock in or clock out method is not available for use before the delivery of an alternative device, the service provider or CDS employee must document the EVV visit and submit service delivery documentation to the program provider or FMSA according to program policy. The program provider, FMSA, CDS employer or PSO must manually enter visit data in the EVV system within the visit maintenance time frame. Refer to 7010, Manually Entered EVV Visits.

Installing Alternative Devices

The program provider, including program providers approved as a PSO, CDS employer, service provider or CDS employee must:

• ask the member where to place the alternative device in the member’s home. The alternative device must:
  • be in a location where it is always accessible to the service provider or CDS employee;
  • be placed in a location that will not result in damage to the alternative device;
  • not be placed in a location that may be dangerous to a member or cause damage to the member’s home; and
• install the alternative device by placing the device in the member’s home for use by the service provider or CDS employee.

Malfunctioning Alternative Devices

The service provider or CDS employee must tell the program provider, CDS employer or PSO immediately if the alternative device malfunctions or fails to generate codes.

Alternative devices that malfunction will be replaced by the state provided EVV System Vendor free of charge if it is determined the issue with the alternative device is out of the control of the program provider, FMSA, CDS employer or member. The malfunctioning alternative device must be returned before the replacement is shipped. Contact the state provided EVV System Vendor to request a replacement.

When the service provider tells the program provider or PSO, or the CDS employee tells the CDS employer the alternative device has malfunctioned:

• The service provider or CDS employee must use another clock in and clock out method to document the EVV visit per program requirements or submit service delivery documentation to the program provider, FMSA, CDS employer or PSO for manual entry of an EVV visit. If the program provider, FMSA, CDS employer or PSO creates a manual visit transaction because of a malfunctioning device they should use Reason Code 210-F, Alternative device not available. Refer to 1400 Failure to use an EVV System.
• The program provider, FMSA or CDS employer that uses the state provided EVV System must contact the state provided EVV System Vendor to report the malfunctioning device and order a replacement alternative device within five business days of being notified the device is malfunctioning.
• A program provider or FMSA approved as a PSO must order a replacement alternative device within five business days of being told the device is malfunctioning.

If the alternative device is lost or damaged because of deliberate action or negligence of the member, service provider or CDS employee, the program provider or FMSA may be charged for a replacement. HHSC, TMHP and the state provided EVV System Vendor are not responsible for lost or damaged alternative devices.

If the alternative device is damaged or lost by a member, the program provider, FMSA, CDS employer or PSO must request a meeting as required by program policy to discuss the use of the alternative device with the member. The program provider, FMSA or PSO must document in the member’s case file each time the alternative device is damaged or lost.

If the program provider, FMSA, CDS employer or PSO fails to complete the actions required for a lost or damaged device, they may be responsible for the lost or damaged alternative device.

Return of Alternative Devices

The program provider or FMSA must return the alternative device to the state provided EVV System Vendor when they no longer need a device for a specific member, such as when the member no longer needs an alternative device, or they transfer to a new program provider or FMSA.

It is the responsibility of the program provider or FMSA to get the device back from the member and they must not charge the member for the return of the alternative device.

Limitation of the Use of Alternative Devices

Program providers, program providers approved as PSOs and CDS employers must limit the number of visit transactions made using an alternative device to 75% of their total accepted visit transactions beginning Sept. 1, 2025. There will be a 25% reduction each subsequent fiscal year.

Beginning Sept. 1, 2028, all program providers, program providers approved as PSOs and CDS employers must limit the number of visit transactions made with an alternative device to 5% of their total visit transactions. Exceeding the allowable limit of visit transactions made using an alternative device may result in adverse actions. Refer to 11050 Alternative Device Compliance Reviews and 11060 Failure to Meet the Alternative Device Compliance Standard.

The schedule for reducing alternative device usage is:

7050 Using Multiple Clock In and Clock Out Methods

Revision 24-1; Effective Sept. 12, 2024

A service provider or CDS employee may use multiple clock in and clock out methods.

Examples of using one method to clock in and out for a single EVV visit happens when the service provider or CDS employee:

• Clocks in and out using the mobile method.
• Clocks in and out using a home phone landline.
• Clocks in and out using an alternative device.

Examples of using multiple methods to clock in and out for a single EVV visit happens when the service provider or CDS employee:

• Clocks in using a home phone landline and clocks out using the mobile method.
• Clocks in using the mobile method and clocks out using a home phone landline.

Program providers and CDS employers may contact the state provided EVV system vendor or PSO for more information about which methods can be used together or for EVV system training.

7060 EVV Services Delivered Outside the Member’s Home

Revision 25-1; Effective March 12, 2025

The mobile method is the only HHSC-approved clock in and clock out method when an EVV service begins or ends in the community. Using the mobile method for clocking in and out in the community avoids negative impacts to the EVV Usage Score. Refer to 11010 EVV Usage Reviews for more information.

If a service provider or CDS employee is unable to use the mobile method when an EVV service begins or ends in the community, they must document visit data per program policy and 1400 Failure to Use an EVV System.

Program providers and CDS employers may contact the state provided EVV system vendor or their EVV proprietary system vendor for more information and EVV system training.

7070 Multiple EVV Visit Transactions

Revision 26-1, Effective Jan. 30, 2026

Overnight Shifts

Overnight shifts begin on one date of service and end on the next date of service. If a service provider’s shift begins before midnight and ends after midnight, their clock in and clock out transactions will be on different days. The EVV system will automatically split the shift into two separate EVV visit transactions for visit transactions the service provider or CDS employee makes using an approved clock in and clock out method. Service providers and CDS employees will not be required to clock in and clock out multiple times during an overnight shift. Note: Each visit will be subject to the rounding rules described in 8020 Rounding.

Before scheduling overnight visits, confirm the requirements with program staff.

For example, Suzy works an overnight shift from 10 p.m. to 6 a.m. She clocks in at 10 p.m. when she begins work and clocks out at 6:08 a.m. when she finishes work the next morning. The EVV system will automatically split Suzy’s overnight shift into two separate visit transactions:

• 10 p.m. to 11:59 p.m. This visit is 1 hour and 59 minutes and will round to 2 hours,
• 12 a.m. to 6:08 a.m. This visit is 6 hours and 8 minutes and will round to 6.25 hours.

If multiple service providers cover the overnight shift, and none of the service providers’ shifts are scheduled to begin before midnight and end after midnight, the EVV system does not need to split the visit. However, if a service provider clocks in or clocks out before or after their scheduled shift, and the clock in is before midnight and the clock out is after midnight, the system will automatically split the visit into two visits.

In the following scenarios Tricia is scheduled from 10 p.m. to midnight and Cindy is scheduled from midnight to 6 a.m.

• Scenario 1: Tricia clocks in at 9:58 p.m. and clocks out at 12:02 a.m. The EVV system will split Tricia’s visit into two transactions:
  • 9:58 p.m. to 11:59 p.m. This visit is 2 hours and 1 minute and will round to 2 hours.
  • 12:00 a.m. to 12:02 a.m. This visit is 2 minutes and will round to zero hours.
• Scenario 2: Tricia clocks in at 9:57 p.m. and clocks out at 11:58 p.m. The visit does not cross over midnight so the EVV system will not split the visit.
  • This visit is 2 hours and 1 minute and will round to 2 hours.
• Scenario 3: Cindy clocks in at 11:58 p.m. and clocks out at 6:09 a.m. The EVV system will split the visit into two transactions:
  • 11:58 p.m. to 11:59 p.m. This visit is 1 minute and will round to zero hours.
  • 12:00 a.m. to 6:09 a.m. This visit is 6 hours and 9 minutes and will round to 6.25 hours.
• Scenario 4: Cindy clocks in at 12:03 a.m. and clocks out at 6:01 a.m. The visit does not cross over midnight so the EVV system will not split the visit.
  • This visit is 5 hours and 58 minutes and will round to 6 hours.

Overlapping EVV Visit Transactions

When the service dates and times are the same or overlap for each service provider, the visit transactions may not auto-verify. If the visit does not auto-verify, the program provider, including a program provider approved as a PSO, FMSA, including an FMSA approved as a PSO, or CDS employer must conduct visit maintenance so the EVV system will transmit the visit transaction to the Aggregator. Note: If a schedule is entered in the EVV system, the visit transactions must match the schedule regardless of the services and service delivery location. Visit transactions that do not match the schedule will require visit maintenance as described in 4600, Schedules.

Before scheduling overlapping visits, confirm with program staff they are allowable in the specific program.

Some programs allow members to have more than one service provider at a time to meet their needs. For example, a member may:

• Need two service providers to help them safely receive services.
• Be authorized for two different services that may be provided at the same time.

The following are examples of overlapping visits when there are multiple service providers:

• Scenario 1: Sarah is authorized for personal care services and requires two service providers to safely get out of bed in the morning. Cindy, her primary service provider, works from 8 a.m. to 12 p.m. Once Sarah is out of bed, Cindy can deliver Sarah’s remaining personal care services without assistance. Tricia comes in from 8 a.m. to 8:30 a.m. to assist Cindy getting Sarah out of bed. Both Cindy and Tricia will deliver services to Sarah from 8 a.m. to 8:30 a.m., so there will be overlapping visits.
  • If Cindy and Tricia both select the Member Home option as the service delivery location:
    • The EVV system will allow the overlapping visits because the service and service delivery location are the same.
    • The visit transactions will auto-verify if there are no other data errors.
    • Visit maintenance is not required.
  • If Cindy selects the Member Home option as the service delivery location and Tricia accidentally selects an incorrect service delivery location option, such as Neighbor Home:
    • The EVV system will flag the visit transactions for review because the service delivery location is different in each visit transaction.
    • The program provider, FMSA, CDS employer or PSO must complete visit maintenance on Tricia’s visit transaction to correct the service delivery location and use Reason Code 310-E Incorrect service delivery location.
• Scenario 2: Jim is authorized for personal care services and requires two service providers to assist with certain tasks while he is in the community. Patrick, his primary service provider, works from 10 a.m. to 4 p.m. to deliver services both in the home and the community. He begins delivering services in the home and at 11:30 a.m., Jim and Patrick go out in the community. Tim joins them to assist Patrick to deliver services from 1 p.m. to 2:30 p.m. At 2:30, Jim and Patrick return to Jim’s house and Tim finishes his shift. Patrick will use the Member Home option as the service delivery location to clock in and clock out and Tim will use the Community option as the service delivery location to clock in and clock out.
  • Because the service delivery location is different in each visit transaction, the EVV system will not allow the overlapping visits and will flag the visit transactions for review.
  • The program provider, FMSA, CDS employer or PSO must complete visit maintenance on both Patrick’s and Tim’s visit transactions and use Reason Code 110-D Allowable overlapping visits.
• Scenario 3: Betty is authorized for personal care services and nursing services. Betty’s personal care services provider Sally works 8 a.m. to 2 p.m. Patricia comes to Betty’s house from 10 a.m. to 11 a.m. to deliver the authorized nursing services. Both Sally and Patricia will deliver services to Betty from 10 a.m. to 11 a.m. so the visits will overlap.
  • If Sally and Patricia both select the Member Home option as the service delivery location:
    • The EVV system will allow the overlapping visits because the service delivery location is the same in each visit transaction,
    • The visit transactions will auto-verify if there are no other data errors.
    • Visit maintenance is not required.
  • If Sally selects the Member Home option as the service delivery location and Patricia accidentally selects an incorrect service delivery location such as the Community option:
    • The EVV system will flag the visit transactions for review because the service delivery location is different in each visit transaction.
    • The program provider, FMSA, CDS employer or PSO must complete visit maintenance on Patricia’s visit transaction to correct the service delivery location and use Reason Code 310-E Incorrect service delivery location.
• Scenario 4: Tiffany lives with her family. She requires personal care, nursing and occupational therapy. Because her family provides her personal care, only nursing and occupational therapy are included on her service plan. Tiffany has a regular activity in the community, which is when Sam provides occupational therapy. Tiffany’s service plan also includes periodic respite for times when her family members are unavailable. Becky, the respite service provider, begins work at 8 a.m. in Tiffany’s home, then takes her to her community activity at 1 p.m. Sam joins them in the community and provides occupational therapy from 1:30 p.m. to 2 p.m. At 3 p.m. Becky and Tiffany return to Tiffany’s home. Becky finishes work at 5 p.m. Becky will use the Member Home option as the service delivery location to clock in and clock out and Sam will use the Community option as the service delivery location to clock in and clock out.
  • Because the service delivery location is different in each visit transaction, the EVV system will not allow the overlapping visits and will flag the visit transactions for review.
  • The program provider, FMSA, CDS employer or PSO must complete visit maintenance on both Becky’s and Sam’s visit transactions and use Reason Code 110-D Allowable overlapping visits.

There may also be circumstances where two or more members live in the same home and one service provider delivers services to all members. This can include:

• A married couple
• Siblings
• A parent and an adult child
• Unrelated adults who share a residence

Note: This does not apply to members who live in a residential setting because these are not EVV required services. Residential settings are licensed or certified settings that provide a 24-hour living arrangement to more than one member.

The following are examples of overlapping visits when there are multiple members and one service provider:

• Scenario 1: Pete and Sue are married, live together and are both authorized for personal care services. One service provider, Jessica, delivers services to both Pete and Sue. Jessica will clock in and clock out separately for Pete and Sue, which results in overlapping visits.
  • If Jessica selects the Member Home option as the service delivery location for both Pete’s and Sue’s visit transactions:
    • The EVV system will allow the overlapping visits because the service delivery location is the same in each visit transaction.
    • The visit transactions will auto-verify if there are no other data errors.
    • Visit maintenance is not required.
  • If Jessica selects the Member Home option as the service delivery location for Pete and accidentally selects an incorrect service delivery location such as the Community option for Sue:
    • The EVV system will flag the visit transactions for review because the service delivery location is different in each visit transaction.
    • The program provider, FMSA, CDS employer or PSO must complete visit maintenance on the visit transaction for Sue to correct the service delivery location and use Reason Code 310-E Incorrect service delivery location.
• Scenario 2: Dan and Ted are brothers who live together. Ted is authorized for Home and Community-based Services (HCS) Community First Choice (CFC) personal assistance services/habilitation services (PAS/HAB). Dan is authorized for Community Living Assistance and Support Services (CLASS) CFC PAS/HAB. One service provider, George, delivers services to both Dan and Ted. George will clock in and clock out separately for Dan and Ted, which results in overlapping visits.
  • If George selects the Member Home option as the service delivery location for both Dan’s and Ted’s visit transactions:
    • Visit maintenance may not be required. Contact your EVV system vendor to determine if visit maintenance will be required in this circumstance.
    • If your EVV system requires visit maintenance use Reason Code 110-D Allowable overlapping visits.
  • If George selects the Member Home option as the service delivery location for Dan and accidentally selects an incorrect service delivery location such as the Community option for Ted:
    • The EVV system will flag the visit transactions for review because the service delivery location is different in each visit transaction.
    • The program provider, FMSA, CDS employer or PSO must complete visit maintenance on both visit transactions:
      • Use Reason Code 110-D Allowable overlapping visits for Dan’s visit transaction.
      • Correct the service delivery location on Ted’s visit transaction and use both Reason Code 310-E Incorrect service delivery location and 110-D Allowable overlapping visits.

Revision 25-1; Effective March 12, 2025

Bill hours is the number of hours provided that is transmitted to the EVV Aggregator. Bill hours are used for claims matching when program providers and FMSAs submit billing through the applicable billing system. If bill hours do not match the units of service billed by the program provider or FMSA, the claim may be denied. Refer to Section 13020 Claims Matching for more information.

8010 Bill Time In and Bill Time Out

Revision 25-1; Effective March 12, 2025

The clock in and clock out fields in the EVV system are automatically populated when the service provider or CDS employee uses an approved clock in and clock out method to enter the time in and time out. Program providers, FMSAs and CDS employers are not able to change the clock in and clock out fields regardless of any changes they need to make to the time worked, as these are the actual entries made into the EVV System. The bill time in and bill time out fields are automatically populated from the clock in and clock out fields. If the service provider fails to enter the time in or time out in the EVV system, the corresponding bill time in or bill time out field will be blank.

If program providers, FMSAs or CDS employers need to enter a time in or time out the service provider failed to enter, or they need to change the time in or time out the service provider worked, they must complete visit maintenance to make these changes. Refer to 9000 Visit Maintenance for more information.

Program providers, FMSAs and CDS employers must not change the bill time into a value before the original clock in time and must not change the bill time out value to a time after the original clock out time. They must create a new visit transaction for time outside of the original clock in or clock out time.

For example:

• The service provider clocked in at 8:30 a.m. but actually began work at 8 a.m. The program provider, FMSA or CDS employer must not change the bill time in to 8 a.m. because this is before the original clock in time. They must create a new visit transaction for 8 – 8:30 a.m.
• The service provider clocked out at 10 a.m. but actually ended work at 10:30 a.m. The program provider, FMSA or CDS employer may not change the bill time out to 10:30 am because this is after the original clock out time. They must create a new visit transaction for 10 – 10:30 a.m.

Refer to Section 7010 Manually Entered EVV Visits for more information.

When completing visit maintenance to change the bill time in and bill time out fields, program providers, FMSAs and CDS employers must use the most appropriate Reason Code Number and Description to indicate the reason for the entries or changes to the bill time in and bill time out. Refer to Section 10000 Reason Codes for more information.

8020 Rounding

Revision 24-1; Effective Sept. 12, 2024

The EVV system calculates bill hours on an EVV visit transaction by rounding the actual hours worked to the nearest quarter hour increment.

The EVV system rounds up to the next quarter hour increment when the actual hours worked are eight minutes or more than the previous quarter hour increment. The EVV system rounds down to the previous quarter hour increment when the actual hours worked are seven minutes or less from the previous quarter hour.

Rounding rules examples:

• If a service provider works two hours and 53 minutes of actual hours for a shift, the bill hours will round up to three hours.
• If a service provider works two hours and 52 minutes of actual hours for a shift, the bill hours will round down to 2.75 hours.
• If a service provider works four hours and 10 minutes of actual hours for a shift, the bill hours will round up to 4.25 hours.
• If a service provider works four hours and six minutes of actual hours for a shift, the bill hours will round down to four hours.

The EVV system does not round each clock in or clock out time or each bill time in or bill time out. The EVV system only rounds the total duration of the hours worked for each visit based on clock in or clock out time or bill time in or bill time out.

The program provider, FMSA or CDS employer may downward adjust bill hours if the actual hours worked, captured in the EVV system, are incorrect or if the program provider or FMSA intends to bill Medicaid for less time than actual hours worked in the EVV system.

The program provider, FMSA or CDS employer may never increase bill hours beyond the actual hours worked.

Program providers and FMSAs must bill according to the EVV Service Bill Codes Tables and follow program rules and policies, including any program or MCO requirements regarding rounding.

8030 Bill Hours

Revision 25-2; Effective Sept. 2, 2025

The EVV system calculates the bill hours by subtracting the bill time in from the bill time out, then rounding the calculation per the rounding rules in Section 8020 Rounding.

Program providers, FMSAs and CDS employers may downward adjust the bill hours to match the hours they will be billing if they are going to bill a different number of hours than the service provider actually worked. Changing the bill hours may help prevent billing errors.

If the program provider or FMSA accidentally bills for a time different than is in the bill hours, the claim will not match. Use the EVV Claim Search tab in the EVV Portal to view EVV claim matching results. An EVV claim match result code will tell you if the EVV claim was matched (EVV01) or if there was an EVV mismatch (EVV02-EVV06). A successful EVV01 match does not guarantee the EVV claim will be paid. Final claims processing is performed by your payer.

Program providers, FMSAs and CDS employers may also enter zero hours in the bill hours field if they will not be billing for any time the service provider worked. This will allow the program provider or FMSA, if they chose, to use the clock in time and clock out time, or the bill time in and bill time in for service provider payroll.

Adjustments made directly to the bill hours field in the EVV system will not alter the values in the bill time in and bill time out fields. Program providers, FMSAs and CDS employers may amend the bill hours as well as the bill time in and bill time out. They must, however, make the adjustments to these fields manually. 

Revision 25-1; Effective March 12, 2025

Program providers, FMSAs or CDS employers must complete all required visit maintenance. They must also make sure the EVV Aggregator accepts the visit transaction before the program provider or FMSA submits an EVV claim. If more visit maintenance is completed after an EVV claim is submitted, program providers or FMSAs must submit an adjusted claim to match the updated EVV visit transaction.

If the program provider or FMSA submits an EVV claim before required visit maintenance is complete, a payer may deny or recoup the EVV claim as part of contract oversight.

If the program provider or FMSA delegates visit maintenance responsibilities to a third party, such as a subcontractor, the program provider or FMSA:

• is always responsible for actions taken by the third party.
• makes sure the third party follows all privacy and security protocols, including when the subcontractor or third-party accesses EVV data.

If CDS employers delegate visit maintenance responsibilities to their designated representative (DR), the CDS employer is responsible for any actions taken by their DR. They must make sure the DR follows all privacy and security protocols, including when the DR accesses EVV data.

9010 Required Visit Maintenance

Revision 25-2; Effective Sept. 2, 2025

Program providers, FMSAs or CDS employers must complete visit maintenance when the:

• EVV system cannot auto-verify an EVV visit transaction.
• EVV system identifies data errors.
• EVV Aggregator rejects the EVV visit transaction because of incorrect or missing data.
• Program provider, FMSA or CDS employer reduces bill hours after the EVV system auto-verifies the EVV visit transaction.
• EVV system is unavailable.
• Service provider or CDS employee fails to use the EVV system.
• FMSA overrides the EVV system with the payroll system.

Data errors are identified by an EVV system and prevent an EVV visit transaction from being auto-verified or sent to the EVV Aggregator.

Refer to 1400 Failure to Use an EVV System and 6000 EVV Visit Transaction.

Program providers, FMSAs and CDS employers cannot change the following data fields during visit maintenance:

• Actual service delivery date
• Actual service delivery clock in time
• Actual service delivery clock out time
• Actual hours worked
• GPS coordinates

9020 Auto-Verification

Revision 25-2; Effective Sept. 2, 2025

Auto-Verification

Each time a service provider or CDS employee clocks in or clocks out during service delivery, the EVV system will:

• Capture visit data
• Verify the clock in and clock out method
• Compare critical data elements, including schedule data if applicable, in the EVV system

If all visit data and identification data in the EVV system match, the system auto-verifies the EVV visit transaction which means no exceptions were found.

Refer to 4610 Schedule Types for information about how auto-verification works for each schedule type.

If an EVV visit transaction is missing a clock in or a clock out and requires manually entered visit data, or if the data captured at the time of clock in or out does not match the critical data elements in the EVV system, the system cannot auto-verify an EVV visit transaction and will tell the program provider, including a program provider approved as a proprietary system operator (PSO), FMSA, including an FMSA approved as a PSO, or CDS employer of an exception.

A service provider may clock in and clock out when no service authorization is in the EVV system if the EVV system allows.

Clearing Exceptions

The EVV system may generate one or more exceptions when the system cannot auto-verify the visit data captured at the time of clock in or clock out.

To clear an exception, program providers, FMSAs, CDS employers or PSOs must complete visit maintenance in the EVV system by:

• Updating the identification or visit data for a member, if applicable. Refer to 4400 Data Collection.
• Selecting the most appropriate EVV reason code(s), if required.
• Confirming the EVV visit.

Selecting the most appropriate EVV reason code(s) explains the reason for completing visit maintenance. The process involves:

• Selecting an EVV Reason Code Number.
• Selecting an EVV Reason Code Description.
• Entering required free text, if applicable.

Refer to 10000 Reason Codes and the Current HHSC EVV Reason Codes.

The following examples describe when the EVV system will not auto-verify an EVV visit:

• Clock in or out time is missing
• Clock in or out time does not match a schedule entered in the EVV system
• An EVV visit is manually entered into the EVV system
• Service providers or CDS employees use a landline phone not registered in the member’s profile to clock in or clock out

Auto-Verification without a Schedule

If no schedule is entered in the EVV system, the EVV system will validate the following critical data elements:

• Identity of the service provider or CDS employee
• Identity of the member
• Actual hours worked
• Clock in and clock out method(s)
• Service type for the visit

If the above data elements match the data in the member’s profile, the visit will auto-verify without exceptions.

If any of the above data elements do not match, the EVV system will not auto-verify the EVV visit and visit maintenance must be completed.

9030 EVV System Validation

Revision 25-1; Effective March 12, 2025

Once the EVV system has verified a visit, it will conduct more system validation checks on the EVV visit transaction before it sends the EVV visit transaction to the EVV Aggregator.

The EVV system validation makes sure the identification data and visit data is in the correct format. It compares the critical data elements to Texas Medicaid data stored at TMHP.

An EVV system must perform the following validation before it sends an EVV visit transaction to the EVV Aggregator that verifies:

• no required visit data elements are missing.
• all required visit data elements are in the correct format, such as length, alphanumeric and only valid values.
• all required identification data elements are in the correct format, such as NPI, API and Provider Number.
• the service group and service code or HCPCS and modifier combination is valid for the member or EVV visit transaction.

If an EVV visit transaction fails the system validation, the EVV system will:

• Not send the EVV visit transaction to the EVV Aggregator.
• Tell the program provider, FMSA or CDS employer the data errors that must be corrected.

To clear EVV system validation data errors, the program provider, FMSA or CDS employer must complete visit maintenance. Once the program provider, FMSA or CDS employer clears the data errors, the EVV system will send the EVV visit transaction to the EVV Aggregator for final processing.

The program provider, FMSA or CDS employer may, if appropriate, inactivate visits before the visit is accepted by the aggregator. Inactivated visits will not be included in the Standard Reports listed in Section 14010, EVV Portal Standard Reports.

9040 EVV Aggregator Validation

Revision 24-1; Effective Sept. 12, 2024

The EVV Aggregator performs many validations of all data elements on the EVV visit transaction. The EVV Aggregator validations include verifying the:

• NPI or API for the program provider or FMSA to make sure it is active for the visit date.
• Provider number is valid for the NPI or API on the visit date.
• Member’s payer matches the Medicaid data.
• Member has Medicaid eligibility for the visit date.
• Service group, service code or HCPCS and Modifier on the visit date.

Based on the above validations, the EVV Aggregator will accept or reject the EVV visit transaction received from an EVV system then display the status in the EVV Portal.

After the EVV Aggregator accepts an EVV visit transaction, the program provider or FMSA can submit an EVV claim associated with the EVV visit transaction.

A rejected EVV visit transaction is exported from an EVV system to the EVV Aggregator but is not accepted by the EVV Aggregator. When the EVV Aggregator rejects an EVV visit transaction, the EVV Aggregator returns the EVV visit transaction to the EVV system with the reason for the rejection. The program provider, FMSA or CDS employer must complete visit maintenance. After visit maintenance is complete the program provider or FMSA must resubmit the EVV visit transaction to the EVV Aggregator.

9050 Visit Maintenance Time Frame

Revision 25-1; Effective March 12, 2025

Program providers, FMSAs and CDS employers must complete all required visit maintenance, including entry of manual EVV visits, within 95 calendar days from the date of service delivery. This is known as the visit maintenance time frame. HHSC may extend the visit maintenance time frame as needed.

After the visit maintenance time frame has expired, the EVV system locks the EVV visit transaction and program providers, FMSAs or CDS employers may only complete visit maintenance if the payer approves a Visit Maintenance Unlock Request.

9060 Visit Maintenance Unlock Request

Revision 26-1, Effective Jan. 30, 2026

A Visit Maintenance Unlock Request, when approved, allows a program provider, FMSA, CDS employer or PSO the opportunity to correct data element(s) on an EVV visit transaction(s) after the visit maintenance time frame has expired.

The program provider, FMSA, CDS employer or PSO may request a payer unlock EVV visit transaction(s) for visit maintenance. If an FMSA submits the request on behalf of a CDS employer, the FMSA must make sure the CDS employer approves any corrections to time worked. If a CDS employer submits the request, the CDS employer must notify their FMSA in writing, such as via email.

Approvals and denials of Visit Maintenance Unlock Requests are at the payer’s discretion and are determined on a case-by-case basis based on EVV policy or EVV system error. If the CDS employer submits the request and the payer has approved or denied the request, the payer must also notify the FMSA in writing, such as via email. If the FMSA sends the request on behalf of the CDS employer, the FMSA must notify the CDS employer of the approval or denial in writing, such as via email.

Payers will only approve requests to manually enter and export an EVV visit after the visit maintenance time frame if:

• The program provider, FMSA, CDS employer or PSO was unable to manually enter and export an EVV visit during the visit maintenance time frame because of a state provided EVV System error or EVV Proprietary System error and the error was not resolved within the visit maintenance time frame.
• HHSC determines an exception is required for circumstances such as a payer error or natural disaster.

Payers may not approve Visit Maintenance Unlock Requests when the service provider or CDS employee fails to clock in or clock out and nothing prevents the program provider, FMSA or PSO from entering the visits within the 95-day visit maintenance time frame.

When submitting a Visit Maintenance Unlock Request to create a manual visit because of a payer or EVV system error, the program provider, FMSA, CDS employer or PSO must provide evidence that demonstrates:

• They informed the payer of the error within the visit maintenance time frame.
• The error was not resolved during the visit maintenance time frame.
• They made a good faith effort to comply with the visit maintenance time frame.

Correcting EVV visit transactions during an LTC FFS contract monitoring review or after it has occurred will not change any type of contract action such as recoupment or settlement reviews taken as result of the LTC FFS contract monitoring review.

Program Provider, FMSA, CDS Employer or PSO Submission of Visit Maintenance Unlock Request

Program providers, FMSAs, CDS employers and PSOs must complete the Visit Maintenance Unlock Request form specific to their payer and service delivery option on their payer’s website.

The program provider, FMSA or PSO can only select the following items from the Incorrect Data Element column of their Visit Maintenance Unlock Request to be unlocked for correction:

• Bill Hours
• Bill Time In
• Bill Time Out
• Contract Number
• Employee ID
• HCPCS Code/Modifier
• Member Medicaid ID
• Modifier
• NPI/API
• Payer
• Reason Code
• Service Code
• Service Group
• Units
• Visit Location
• N/A – Create Manual Visit
• N/A – Export Only

The CDS employer can only select the following items from the Incorrect Data Element column of their Visit Maintenance Unlock Request to be unlocked for correction:

• Bill Hours
• Bill Time In
• Bill Time Out
• Employee ID
• HCPCS Code/Modifier
• Member Medicaid ID
• Modifiers
• Payer
• Reason Code
• Service Code
• Service Group
• Units
• Visit Location
• N/A – Create Manual Visit
• N/A – Export Only

If the visit transactions were recorded in a former EVV system and must be imported into the current EVV system, the program provider, FMSA, CDS employer or PSO must indicate this on the Visit Maintenance Unlock Request form. They must make sure visit transactions recorded in a former EVV system are in the Accepted status in the EVV Portal before including them in the request. CDS employers should work with their FMSA to make sure the visit transactions are in the Accepted status.

Emails with a completed Visit Maintenance Unlock Request must be sent securely and include a contact name, email address and phone number. Payers will deny Visit Maintenance Unlock Requests not sent securely because of a violation of the Health Insurance Portability and Accountability Act (HIPAA). Contact the payer for help with sending a secure email request.

The payer will deny the Visit Maintenance Unlock Request if it is missing required information or cannot be opened by the payer.

Visit Maintenance Unlock Request Job Aids are on the HHSC EVV website. The Job Aids provide step-by-step instructions to complete the Visit Maintenance Unlock Request form and submit the request.

The payer may request clarification of the Visit Maintenance Unlock Request. The program provider, FMSA, CDS employer or PSO must respond within 10 business days of the payer’s request for clarification, otherwise the Visit Maintenance Unlock Request will be denied. The program provider, FMSA, CDS employer or PSO must resubmit the Visit Maintenance Unlock Request with the requested clarification.

Payer Processing of Visit Maintenance Request

Payers must approve, deny or request a clarification on the Visit Maintenance Unlock Requests after receiving a secure and complete request from the program provider, FMSA, CDS employer or PSO within the following time frames:

• 10 business days
• 30 business days if the request was submitted as supporting documentation for an MCO claims appeal

The Visit Maintenance Unlock Request is for visit transactions that were recorded in a former EVV system and must be imported from the Aggregator into the current EVV system. The payer must run the EVV Visit Maintenance report in the EVV Portal. An EVV Visit Maintenance Report Job Aid is in the EVV Training for MCOs section of the TMHP Learning Management System that includes step-by-step instructions to run the report. This is the payer’s responsibility and must be completed by the deadline for processing the Visit Maintenance Unlock Request.

Payer Request for Clarification

The payer may request clarification from the program provider, FMSA, CDS employer or PSO. The program provider, FMSA, CDS employer or PSO must provide the requested information within 10 business days of the payer’s request for clarification.

Once the program provider, FMSA, CDS employer or PSO responds, the payer must approve or deny the Visit Maintenance Unlock Request within 10 business days from the date the program provider, FMSA, CDS employer or PSO responds to the request for clarification.

If the program provider, FMSA, CDS employer or PSO does not respond by the deadline, the payer will deny the Visit Maintenance Unlock Request and the program provider, FMSA, CDS employer or PSO must submit a new request.

• Payer Approval of Request

If the payer approves the Visit Maintenance Unlock Request, the payer will reply to the program provider’s, FMSA’s, CDS employer’s or PSO’s unlock request within 10 business days to confirm approval of the Visit Maintenance Unlock Request and copy the state provided EVV System Vendor or EVV Proprietary System Vendor.

Only approved items on the Incorrect Data Element column of the Visit Maintenance Unlock Request will be unlocked for editing.

The state provided EVV System Vendor or EVV Proprietary System Vendor must only allow changes to the items approved by the payer.

Payer Denial of Request

If the payer denies the request, the payer must notify the program provider, FMSA, CDS employer or PSO by email of the reason for the denial. The email notification must also include information on how to:

• Submit a new Visit Maintenance Unlock Request
• Request a claims appeal, if applicable
• Submit a formal complaint against the payer

Payers may automatically deny a Visit Maintenance Unlock Request if the request:

• Was not sent through a secure method
• Is incomplete or missing required information
• Could not be unencrypted
• Was submitted using an outdated, modified or incorrect version of the Visit Maintenance Unlock Request form

Payer Incorrect, Incomplete or Retroactive Authorization Approvals

The payer must approve the Visit Maintenance Unlock Request when:

• The payer included incorrect or incomplete information on the prior authorization for a member and the updated authorization requires updates to EVV visit transactions outside of the EVV visit maintenance time frame.
• The payer submits a retroactive authorization for a member that will require the program provider, FMSA, CDS employer or PSO to resubmit an EVV visit transaction or EVV claim outside of the EVV visit maintenance time frame.
• HHSC directs the payer to approve the Visit Maintenance Unlock Request.

State Provided EVV System Vendor and EVV Proprietary System Vendor Visit Transaction Unlock Process

Once the state provided EVV System Vendor or EVV Proprietary System Vendor receives the approved Visit Maintenance Unlock Request from the payer, they must validate the information submitted and unlock the visit transaction within 10 business days of receipt of the approved Visit Maintenance Unlock Request.

If the Visit Maintenance Unlock Request is for visit transactions captured in a former EVV system, the state provided EVV System Vendor or EVV Proprietary System Vendor must import the visit transactions into their system and make sure they are unlocked. The vendor then replies to the payer and the program provider, FMSA, CDS employer or PSO to indicate visit maintenance can be performed. This is included as part of the state provided EVV System Vendor’s or EVV Proprietary System Vendor’s responsibilities and must be completed within the 10 business days allowed for processing the Visit Maintenance Unlock Request.

If the information submitted by the program provider, FMSA, CDS employer or PSO is incorrect, invalid or missing data elements, the state provided EVV System Vendor or EVV Proprietary System Vendor will:

• Not unlock EVV visit transaction(s) for visit maintenance.
• Return the Visit Maintenance Unlock Request to the program provider, FMSA, CDS employer or PSO.
• Tell the payer, program provider, FMSA, CDS employer or PSO of the reason the EVV visit transaction(s) cannot be unlocked for visit maintenance.

Once the information is corrected, the program provider, FMSA, CDS employer or PSO must submit a new Visit Maintenance Unlock Request to the payer.

Program Provider, FMSA, CDS Employer or PSO Visit Maintenance

Once the visit transaction is unlocked, the program provider, FMSA, CDS employer or PSO has 20 business days to complete the visit maintenance. If necessary, the program provider, FMSA, CDS employer or PSO may request more time to complete visit maintenance. The request for more time must be made within 20 business days allowed for completing visit maintenance.

9070 Visit Maintenance and Billing EVV Claims

Revision 24-1; Effective Sept. 12, 2024

A program provider, FMSA and CDS employer must make sure all required data elements are correct and visit maintenance is complete before the program provider or FMSA submits an EVV claim to the appropriate claims management system.

If the program provider, FMSA or CDS employer needs to complete visit maintenance on an accepted EVV visit transaction that has already been billed, the program provider or FMSA must:

• Complete visit maintenance on the EVV visit transaction(s).
• Make sure the EVV Aggregator accepts the corrected EVV visit transaction.
• Resubmit the EVV claim per the payer’s corrected claim process, such as negative bill the original claim and resubmit a corrected claim.

The EVV Visit Maintenance Unlock Request does not override the timely filing deadline for submission of a new or corrected claim. If an exception to the timely filing deadline is needed, program providers or FMSAs must follow the process of their payer.

9080 Last Visit Maintenance Date

Revision 25-2; Effective Sept. 2, 2025

The Last Visit Maintenance Date field on the EVV visit transaction identifies the last date visit maintenance was completed.

If the program provider or FMSA, including program providers or FMSAs approved as a proprietary system operator (PSO), completes visit maintenance on any of the following fields the EVV system will update the Last Visit Maintenance Date:

• API/NPI
• Texas EVV Service Provider ID
• Contract number
• Member Medicaid ID
• Service group
• Service code
• HCPCS code
• Modifier
• Bill hours
• Units

If the Last Visit Maintenance Date is after the program provider, FMSA or PSO submits the EVV claim, it is subject to recoupment.

To avoid recoupment, program providers, FMSAs and PSOs must resubmit the claim.

Payers may review the Last Visit Maintenance Date on the EVV visit transaction and the date and time TMHP received the associated EVV claim.

The program provider, FMSA or PSO may review the Last Visit Maintenance Date on the EVV Visit Log Report and the EVV visit detail screen in the EVV Portal.

9090 Visit Maintenance Reduction Features

Revision 25-2; Effective Sept. 2, 2025

Visit maintenance reduction features help to reduce visit maintenance and increase auto-verification of an EVV visit transaction.

Program providers and FMSAs, including program providers or FMSAs approved as a proprietary system operator (PSO), who enter Daily Fixed or Daily Variable schedule types in the EVV system can turn on and off visit maintenance reduction features based on the selected schedule type. If a PSO implements schedule types in their approved EVV system, the PSO may also implement visit maintenance reduction features.

Visit maintenance reduction features only apply when a schedule is entered in the EVV system. Refer to 4600 Schedules.

Contact your EVV system vendor to learn more about visit maintenance reduction features in the EVV system.

Optional Expanded Time for Auto-Verification

The Optional Expanded Time for Auto-Verification is a feature the program provider, FMSA or PSO can turn on in the EVV system. When this feature is turned on, the EVV system will auto-verify an EVV visit transaction if the duration of service delivery is no more than .25 bill hours greater or less than the scheduled duration with no data errors.

An example of a scheduled EVV visit auto-verifying:

• The schedule in the EVV system is 1 to 3 p.m., the duration of the scheduled visit is two hours.
  • The program provider or FMSA has turned on the Optional Expanded Time for Auto-Verification in the EVV system.
  • The service provider or CDS employee clocked in at 12:45 p.m. and clocked out at 3 p.m.
  • The actual hours worked are two hours and 15 minutes which rounds to 2.25 bill hours.
  • The EVV system will auto-verify because 2.25 bill hours is .25 bill hours greater than the scheduled duration.

An example of a scheduled EVV visit not auto-verifying:

• The schedule in the EVV system is 1 to 3 p.m., the duration of the scheduled visit is two hours.
  • The program provider or FMSA has turned on the Optional Expanded Time for Auto-Verification in the EVV system.
  • The service provider or CDS employee clocked in at 12:45 p.m. and clocked out at 3:09 p.m.
  • The actual hours worked are two hours and 24 minutes which rounds to 2.50 bill hours.
  • The EVV system will not auto-verify because 2.50 bill hours is not within .25 bill hours of the scheduled duration.

Optional Automatic Downward Adjustment

The Optional Automatic Downward Adjustment is a feature the program provider, FMSA or PSO can turn on to automatically downward adjust bill hours by .25 to match the duration of the scheduled visit. This feature is only available if the program provider, FMSA or PSO also turns on the Optional Expanded Time for Auto-Verification feature in the EVV system.

The Optional Automatic Downward Adjustment feature only applies to bill hours and does not change actual hours worked, actual service delivery clock in time, actual service delivery clock out time, bill time in or bill time out.

For example:

• The schedule in the EVV system is 1-3 p.m., the duration of the scheduled visit is two hours.
  • The program provider or FMSA has turned on the Optional Automatic Downward Adjustment and Optional Expanded Time for Auto-Verification.
  • The service provider or CDS employee clocked in at 12:45 p.m. and clocked out at 3 p.m.
  • The actual hours worked are two hours and 15 minutes which rounds to 2.25 bill hours.
  • 2.25 bill hours is within .25 bill hours of the scheduled duration.
  • The EVV system will auto-verify and automatically downward adjust the bill hours to 2.00.

Program providers, FMSAs, CDS employers and PSOs must make sure the member’s plan of care is followed. Although visit maintenance reduction features are available and add flexibility, the member’s needs must always come first.

For example, if a member needs their service provider or CDS employee to be at the home at the scheduled time of 8 a.m. to receive help getting out of bed, the service provider or CDS employee must be there on time. The program provider, FMSA, CDS employer and PSO must document all situations as needed and in accordance with program policy and licensure requirements.

Revision 25-1; Effective March 12, 2025

Reason Codes are used to indicate why the program provider, FMSA or CDS employer is completing visit maintenance. A Reason Code consists of a Reason Code Number and a Reason Code Description. The Reason Code Number represents the overall issue for the need to complete visit maintenance on an EVV visit transaction. The Reason Code Description provides more detail about why the program provider, FMSA or CDS employer completed visit maintenance.

Program providers, FMSAs and CDS employers must select the most appropriate Reason Code Number and Description and must enter any required free text when completing visit maintenance in the EVV system.

See the current HHSC EVV Reason Codes on the EVV webpage for Reason Code Numbers, Reason Code Descriptions and free text requirements for each reason code.

The table below lists examples of when to use certain Reason Code Numbers and Descriptions.

Examples of when to use other Reason Codes are in HHSC EVV Policy Training.

Multiple Reason Codes

Program providers, FMSAs and CDS employers may use multiple Reason Code Numbers and Descriptions to provide details when completing visit maintenance on a single visit if they choose or if it is required by program policy.

Free Text Requirements

Free text is additional information the program provider, FMSA and CDS employer must enter to further describe the need for visit maintenance.

Program providers, FMSAs and CDS employers completing visit maintenance in the EVV system must enter more information in the free text field when using the following Reason Code Numbers and Descriptions:

• 210 I, Emergency,
• 600, Other.

EVV staff may review the free text entered in these Reason Codes during EVV compliance reviews. HHSC does not require free text when other Reason Code Numbers and Descriptions are used.

Program providers, FMSAs and CDS employers may enter free text for the other Reason Code Numbers and Descriptions if they choose.

Revision 26-1; Effective Jan. 30, 2026

Payers conduct EVV compliance reviews to make sure program providers, FMSAs, CDS employers and Proprietary System Operators (PSOs) as defined in 1600 Key Terms, follow the EVV requirements and policies.

Payers will not start EVV Compliance Reviews until the visit maintenance time frame has expired.

Payers will conduct reviews and initiate contract or enforcement action if the program provider, FMSA, CDS employer or PSO does not meet any of the following EVV compliance requirements:

• EVV Usage – Meets the minimum EVV Usage Score
• EVV Landline Phone Verification – Makes sure a valid phone type is used
• EVV Alternative Device Usage – Does not comply with the alternative device usage limit

Refer to 7000 Clock In and Clock Out Methods, 10000 Reason Codes and 12000 Usage for more information.

Compliance Grace Periods

In the past HHSC suspended compliance requirements and implemented a grace period under certain circumstances. This was to make sure program providers, FMSAs, CDS employers and PSOs could effectively comply with EVV requirements. Payers would not initiate enforcement action if a program provider, FMSA, CDS employer or PSO did not meet the suspended EVV compliance requirements during the compliance grace period.

HHSC no longer implements compliance grace periods, effective Jan. 30, 2026.

11010 EVV Usage Reviews

Revision 26-1; Effective Jan. 30, 2026

Payers review the EVV Usage Score quarterly.

EVV Usage Reviews are conducted after the visit maintenance time frame has expired based on the last date of the quarter to determine compliance.

The EVV Usage Score measures manually entered EVV visit transactions and rejected EVV visit transactions.

Refer to 9000 Visit Maintenance and 12000 Usage.

Program Providers and FMSAs

The payers will use the EVV Usage Report in the EVV Portal to determine the EVV Usage Score for each program provider’s and FMSA’s contract with HHSC and the MCOs. This includes program providers and FMSAs approved as a Proprietary System Operator (PSO).

CDS Employers

The payers will use the EVV CDS Employer Usage Report in the EVV Portal to determine the EVV Usage Score for each Medicaid member that selects the CDS option with HHSC or an MCO.

Refer to 12000 Usage.

Failure to Meet the Compliance Standard

Failure to meet the compliance standard may result in the following actions.

Program Provider and FMSA Enforcement Actions

When a program provider, FMSA or PSO fails to meet and maintain the minimum EVV Usage Score of 80% in a state fiscal year quarter, the payer may send a notice of noncompliance to enforce one or more of the following progressive enforcement actions based on the number of occurrences within a 24-month period:

• For the first occurrence within a 24-month period, the payer will require more EVV policy, system and portal and clock in and clock out training as described in 4200, EVV Training, within 20 business days of receipt of the notice of noncompliance.
  • The payer must review the EVV Usage Score for the following quarter from the date of the notice of noncompliance, which requires EVV training.
    • If the minimum EVV Usage Score is met, no further action will be taken by the payer for the compliant quarter.
    • If the minimum EVV Usage Score is not met, the payer may document and apply a CAP.
• When two or more occurrences are within a 24-month period, the payer will require the program provider, FMSA or PSO to complete a CAP within 10 business days of receipt of the notice of noncompliance.
  • The payer must review the EVV Usage Score for the following quarter from the date of implementation of an accepted CAP.
    • If the minimum EVV Usage Score is met, no further action will be taken by the payer for the compliant quarter.
    • If the minimum EVV Usage Score is not met, the payer may initiate contract termination.
• When three or more occurrences are within a 24-month period, the payer may propose to terminate contract.
  • Payers cannot terminate a contract unless:
    • The payers have followed the above progressive enforcement actions.
    • The program provider, FMSA or PSO has not met the minimum EVV Usage Score for a total of three quarters, nine months, within a 24-month period.

When the program provider, FMSA or PSO fails to complete training or CAP requirements as explained above, the payer may temporarily withhold Medicaid claims payments until requirements are met.

Before a payer enforcing action, payers must do their due diligence and make sure failure to meet and maintain the compliance score was not because of:

• Payer errors such as:
  • Late authorizations
  • Missing or incorrect HCPCS, Modifiers, Service Group or Service Codes provided by the payer
• A system outage, defect or issue related to the EVV Aggregator, EVV Portal or an EVV Vendor System
• Natural disasters

CDS Employer Enforcement Actions

When a CDS employer fails to meet and maintain the minimum EVV Usage score in a state fiscal year quarter, the payer may send a notice of noncompliance to the CDS employer to enforce one or more of the following progressive enforcement actions based on the number of occurrences within a 24-month period:

• For the first occurrence within a 24-month period, the payer will require more EVV policy and system training within a specific time frame.
  • The payer must review the EVV Usage Score for the following quarter from the date of the notice of noncompliance, which requires additional EVV training.
    • If the minimum EVV Usage Score is met, the payer takes no further action for the compliant quarter.
    • If the minimum EVV Usage Score is not met, the payer may document and apply a corrective action plan (CAP).
• When two or more occurrences are within a 24-month period, the payer will require the CDS employer to create a CAP within 10 business days of the notice of noncompliance. The CDS employer may request help from the FMSA to create the CAP if they wish.
  • The payer must review the EVV Usage Score for the following quarter from the date of implementation of an accepted CAP.
    • If the minimum EVV Usage Score is met, the payer takes no further action for the compliant quarter.
    • If the minimum EVV Usage Score is not met, the payer may recommend removal from the CDS option.
• When three or more occurrences are within a 24-month period, the payer may recommend removal from the CDS option.

Before a payer enforcing action, payers must do their due diligence and make sure failure to meet and maintain the compliance score was not because of:

• Payer errors such as:
  • Late Authorizations
  • Missing or incorrect HCPCS, Modifiers, Service Group or Service Codes
• FMSA administrative errors
• A system outage, defect or issue related to the EVV Aggregator, EVV Portal, the EVV Vendor System or an EVV Proprietary System
• Natural disasters

Review Period Schedule

The EVV usage review period schedule follows the state fiscal year quarters. Payers may begin reviews any time after the visit maintenance time frame has expired for the specified state fiscal year quarter.

EVV Usage Review Period Schedule

EVV Usage Report

Payers will use the usage reports in the EVV Portal to conduct EVV Usage Reviews for visits with a date of service within the Review Period.

• Program providers, FMSAs and PSOs have access to the EVV Usage Report in the EVV Portal.
• FMSAs have access to the EVV CDS Employer Usage Report in the EVV Portal and EVV system.
• CDS employers have access to the EVV CDS Employer Usage Report in the EVV system.

Refer to 14000 Reports.

11020 EVV Landline Phone Verification Reviews

Revision 26-1, Effective Jan. 30, 2026

Payers review the phone number used for clocking in and clocking out of the EVV system to make sure the phone number is from an allowable phone type.

Refer to 7000 Clock In and Clock Out Methods.

Failure to Meet the Compliance Standard

Failure to meet required actions outlined in 7030 Home Phone Landline and in the notice of noncompliance sent by the payer may result in the payer temporarily withholding Medicaid claims payments from the program provider or FMSA, including program providers and FMSAs approved as a Proprietary System Operator (PSO), until compliance is met.

If the FMSA or FMSA approved as a PSO is unable to meet required actions because a CDS employer does not meet required actions outlined in 7030 Home Phone Landline, they must tell the payer immediately in writing by email or fax.

Program Provider and FMSA Enforcement Actions

When the program provider, FMSA or PSO fails to meet required actions within 20 business days of the notice of noncompliance sent by the payer, the payer may temporarily withhold Medicaid claims payments from the program provider, FMSA or PSO.

Payers will remove the temporary withholding of Medicaid claims payments within two business days of receiving acceptable documentation as outlined in the notice of noncompliance sent by the payer and described in 7030 Home Phone Landline.

CDS Employer Enforcement Actions

When the CDS employer fails to meet required actions within 10 business days of notification by the FMSA or FMSA approved as a PSO:

• The FMSA or FMSA approved as a PSO may remove the unallowable landline phone type from the EVV system as the member’s home phone landline, and
• The FMSA or FMSA approved as a PSO may follow Title 26 of the Texas Administrative Code (26 TAC), Part 1, Chapter 264, Subchapter B, Section 264.221, Corrective Action Plans, which relates to failure to submit complete service delivery documentation or meeting CDS employer responsibilities and place the CDS employer on a CAP.

Review Period Schedule

EVV Landline Phone Verification Reviews will be at the payer’s discretion. It may occur any time after the date of the visit if the phone number used to clock in and clock out has already been captured in the EVV system.

Refer to 7000 Clock In and Clock Out Methods.

EVV Landline Phone Verification Report

Payers will use the EVV Landline Phone Verification Report in the EVV system to conduct EVV Landline Phone Verification Reviews.

Program providers, FMSAs and CDS employers who have selected Option 1 or 2 on Form 1722, Employers Selection for Electronic Visit Verification Responsibilities, have access to the EVV Landline Phone Verification Report in the EVV system.

CDS employers who selected Option 3 on Form 1722, Employers Selection for Electronic Visit Verification Responsibilities, must establish a process to get the EVV Landline Phone Verification Report with their FMSA. This does not apply if the CDS Employer has read only access to the EVV system. Contact your FMSA for more information.

The payer may request the program provider, FMSA, CDS employer or PSO to run the EVV Landline Phone Verification Report.

Refer to 14000 Reports.

11030 HHSC EVV Informal Reviews and MCO Disputes

Revision 24-1; Effective Sept. 12, 2024

HHSC EVV Informal Reviews

Program providers, FMSAs and CDS employers

Program providers, FMSAs and CDS employers may request an informal review of EVV Compliance Review results for re-examination if they:

• disagree with the EVV compliance review findings provided by HHSC; and
• believe the review did not adhere to EVV TAC and policies.

EVV Informal Reviews are:

• Conducted to re-examine the disputed results
• Conducted by HHSC EVV Operations staff who were not involved in the review under question
• Completed within 20 business days of the request receipt date

The EVV Informal Reviews process includes the following activities:

• Acknowledgment of receipt through email of the EVV Informal Reviews request
• Establishing the informal review team
• Conducting the EVV Informal Reviews
• Telling the program provider, FMSA or CDS employer in writing of the EVV Informal Reviews results

The results of the EVV Informal Review are final.

Requesting an EVV Informal Review

Program providers, FMSAs or CDS employers may request EVV Informal Reviews within 10 business days after receipt of the notice of noncompliance by submitting a secure email request to the EVV Compliance inbox.

The request must include:

• The notice of noncompliance and the quarterly EVV Usage Report.
• Explanation of the basis for believing the EVV Compliance Review was not conducted according to EVV TAC and policies
• Any supporting documentation such as:
  • Any relevant communication with TMHP, the EVV vendor, payers, FMSAs or CDS employers
  • Documentation of relevant EVV system issues
  • Any other documentation that supports the program provider’s, FMSA’s or CDS employer’s disagreement with the EVV Compliance Review results

Failure to follow the steps above will result in HHSC denying the EVV Informal Review request.

MCO Disputes

Program providers, FMSAs and CDS employers

Program providers, FMSAs and CDS employers may request a dispute of the EVV Compliance Review results for re-examination with their MCO if they:

• disagree with the EVV compliance review findings provided by an MCO; and
• believe the review did not adhere to EVV TAC and policies.

Contact your MCO for instructions on how to dispute the EVV Compliance Review results.

11040 Formal Appeal of HHSC Enforcement Actions

Revision 26-1, Effective Jan. 30, 2026

Per Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 357, Subtitle I, Section 357.484, Request for a Hearing, program providers, FMSAs or CDS employers may request an administrative hearing in writing within 15 days after receipt of the notice of noncompliance if appealing the withholding of Medicaid claims payments.

Send the written request to: 
Texas Health and Human Services Commission
Legal Services 
Office of General Counsel 
P.O. Box 149030 
Mail Code W-615
Austin, TX 78714
Fax: 512-438-5759
 

11050 Alternative Device Compliance Reviews

Revision 26-1, Effective Jan. 30, 2026

Payers will review EVV Alternative Device usage quarterly, after the visit maintenance period has ended. This review will consist of the entire three months of data for the quarter being reviewed.

The alternative device usage is calculated by dividing the total number of visit transactions made with an alternative device by the total number of accepted visits.

Note: If a clock in or a clock out on a visit transaction includes an alternative device method, then the visit transaction will be counted against your alternative device usage for the alternative device compliance reviews.

Payers review the Alternative Device Visit Transactions Percentage on the EVV Usage Report and the EVV CDS Employer Usage Report. The review evaluates the percentage of visit transactions conducted during a quarter using alternative devices. If the percentage exceeds the established limit, program providers and CDS employers may be subject to enforcement described in 11060 Failure to Meet the Alternative Device Compliance Standard.

Each Payer will evaluate the percentage of visit transactions using alternative devices on a quarterly basis.

• HHSC will calculate the percent of visit transactions using alternative devices at the provider contract level and per individual CDS employer
• Each MCO will calculate the percent of visit transactions using alternative devices by NPI and per individual CDS employer

Monitoring and Reporting

For program providers, including those approved as a PSO, the payers will use the EVV Usage Report in the EVV Portal to determine the EVV Alternative Device Usage Score for each program provider’s contract with HHSC and the MCOs.

For CDS employers, the payers will use the EVV CDS Employer Usage Report in the EVV Portal to determine the EVV Alternative Device Usage Score for each Medicaid member who selects the CDS option with HHSC or an MCO.
 

11060 Failure to Meet the Alternative Device Compliance Standard

Revision 26-1, Effective Jan. 30, 2026

When a program provider, program provider approved as a PSO or CDS employer exceeds the allowable percentage of EVV visit transactions made using an alternative device in a state fiscal year quarter, the payer may send a notice of noncompliance to enforce one or more of the following progressive enforcement actions based on the number of occurrences within a 24-month period:

• For the first occurrence within a 24-month period, the payer will require the program provider, program provider approved as a PSO or CDS employer to make sure service providers or CDS employees receive training within 20 business days of receipt of the notice of noncompliance. The training provided should cover how to use another approved EVV clock in and clock out method, such as landline or mobile application, as described in 4240 Training Requirements for Service Providers and CDS Employees.
  • The payer must review the visit transactions to determine if the program provider, program provider approved as a PSO or CDS employer has exceeded the allowable percentage of EVV visit transactions made using an alternative device for the following quarter from the date of the notice of noncompliance, which requires EVV training.
    • If the program provider, program provider approved as a PSO or CDS employer has not exceeded the allowable percentage of EVV visit transactions made using an alternative device, no further action will be taken by the payer for the compliant quarter.
    • If the program provider, program provider approved as a PSO or CDS employer has exceeded the allowable percentage of EVV visit transactions made using an alternative device, the payer may document and request a corrective action plan (CAP).
• When two or more occurrences are within a 24-month period, the payer will require the program provider, program provider approved as a PSO or CDS employer to complete a CAP within 10 business days of receipt of the notice of noncompliance.
  • The payer must review the visit transactions to determine if the program provider, program provider approved as a PSO or CDS employer has exceeded the allowable percentage of EVV visit transactions made using an alternative device for the following quarter from the date of implementation of an accepted CAP.
    • If the program provider, program provider approved as a PSO or CDS employer has not exceeded the allowable percentage of EVV visit transactions made using an alternative device no further action will be taken by the payer for the compliant quarter.
    • If the program provider, program provider approved as a PSO or CDS employer has exceeded the allowable percentage of EVV visit transactions made using an alternative device, the payer may initiate contract termination.
• When three or more occurrences are within a 24-month period, the payer may propose the following:
  • For program providers and program providers approved as a PSO, payers may propose contract termination. Payers cannot terminate a contract unless:
    • The payers have followed the above progressive enforcement actions.
    • The program provider or program provider approved as a PSO has exceeded the allowable percentage of EVV visit transactions made using an alternative device for a total of three quarters, nine months, within a 24-month period.
  • For CDS employers, the payer may recommend removal from the CDS option.
    • The payers have followed the above progressive enforcement actions.
    • The CDS employer has exceeded the allowable percentage of EVV visit transactions made using an alternative device for a total of three quarters, nine months, within a 24-month period.

Failure to Submit the Corrective Action Plan

Program providers and program providers approved as a PSO who fail to submit a CAP may be placed on a vendor hold until the CAP is submitted and approved.

CDS employers who fail to submit a CAP may be subject to reassessment of whether the CDS option is suitable. CDS employers should collaborate with their FMSA to develop the CAP.

Revision 26-1; Effective Jan. 30, 2026

Program providers, FMSAs and CDS employers are required to use an EVV system and meet the minimum EVV Usage Score.

Payers will monitor the number of manually entered EVV visit transactions and the number of rejected EVV visit transactions to make sure the minimum EVV Usage Score is met for the state fiscal year quarter.

Refer to 11000 EVV Compliance Reviews for more information.

A manual EVV visit transaction is an EVV visit transaction directly entered in the EVV system when a service provider or CDS employee fails to use the EVV system to clock in when service delivery begins, clock out when service delivery ends, or both.

Refer to 7000 Clock In and Clock Out Methods for more information.

A rejected EVV visit transaction is an EVV visit transaction that is exported from an EVV system to the EVV Aggregator but is not accepted by the EVV Aggregator.

12010 EVV Usage Score

Revision 26-1, Effective Jan. 30, 2026

Program providers, including program providers approved as a Proprietary System Operator (PSO), FMSAs, including FMSAs approved as a PSO, and CDS employers must achieve and maintain a minimum EVV Usage Score of 80% rounded to the nearest whole percentage each state fiscal year quarter unless noted by HHSC.

Program providers, FMSAs, CDS employers and PSOs below the EVV Usage Score will be reviewed. Payers may choose to review all or a sample of program providers, FMSAs, CDS employers and PSOs that did not meet the minimum EVV Usage Score.

The data payers use to determine the EVV Usage Score is in the EVV Usage Report. Refer to 14010 EVV Portal Standard Reports.

Program Provider Score Calculations

The EVV Usage Score for a program provider and program provider approved as a PSO equals the Manual EVV Visit Transaction Score plus the Rejected EVV Visit Transaction Score.

The Manual EVV Visit Transaction Score equals the total number of electronic (nonmanual) visit transactions divided by the total number of visit transactions accepted by the EVV Aggregator and then multiplied by 60%.

The Rejected EVV Visit Transaction Score equals the number of non-rejected visit transactions divided by the total number of exported visit transactions sent to the EVV Aggregator and then multiplied by 40%.

Non-rejected visit transactions are the number of EVV visit transaction submission attempts that were not rejected.

FMSA Score Calculations

The EVV Usage Score for an FMSA and an FMSA approved as a PSO equals the Rejected EVV Visit Transaction Score.

The Rejected EVV Visit Transaction Score equals the non-rejected visit transactions divided by the total visit transactions exported to the EVV Aggregator.

Non-rejected visit transactions are the number of EVV visit transaction submission attempts that were not rejected.

CDS Employer Score Calculations

The EVV Usage Score for a CDS employer equals the Manual EVV Visit Transaction Score.

The Manual EVV Visit Transaction Score equals the total electronic visit transactions captured using the EVV system divided by the total visit transactions accepted by the EVV Aggregator.

12020 Manual EVV Visit Transaction Score

Revision 26-1, Effective Jan. 30, 2026

The Manual EVV Visit Transaction Score:

• Excludes manual EVV visit transactions with zero bill hours
• Includes manual EVV visit transactions accepted by the EVV Aggregator
• Includes EVV visit transactions with either a clock in or clock out manually entered into the EVV system

Refer to 7000 Clock In and Clock Out Methods for more information.

12030 Rejected EVV Visit Transaction Score

Revision 24-1; Effective Sept. 12, 2024

When an EVV visit transaction is sent to the EVV Aggregator and does not pass all EVV visit transaction validations, the EVV visit transaction is rejected and sent back to the EVV system. This tells the program provider, FMSA or CDS employer visit maintenance is required.

Each time an EVV visit transaction is rejected by the EVV Aggregator, it counts against the Rejected EVV Visit Transaction Score. This is true for EVV visits which are exported from an EVV system and rejected by the EVV Aggregator multiple times.

For example:

• On Monday, a program provider submits an EVV visit transaction to the EVV Aggregator and the EVV visit transaction is rejected.
• On Tuesday, the program provider completes visit maintenance and resubmits the EVV visit transaction to the EVV Aggregator. The EVV Aggregator rejects the EVV visit transaction again.
• On Wednesday, the program provider completes visit maintenance and resubmits the EVV visit transaction to the EVV Aggregator. The EVV Aggregator accepts the EVV visit transaction.
• In this scenario the Rejected EVV Visit Transaction Score will reflect:
  • Two rejected EVV visit transactions
  • One non-rejected EVV visit transaction
  • Three total exported EVV visit transactions

A rejected EVV visit transaction only counts against the Rejected EVV Visit Transaction Score if the rejection is identified as a program provider or FMSA error.

Appendix M, EVV Visit Data Layout Edits Crosswalk, of the EVV Business Rules contains all the data elements, as applicable, and EVV visit transaction rejection reasons identified as program provider or FMSA errors that count as a rejected EVV visit transaction. Appendix M is on the TMHP Website.

12040 How EVV Usage Reviews are Conducted

Revision 24-1; Effective Sept. 12, 2024

Payers conduct EVV Usage Reviews by the following contract and agreement types:

• Program providers and FMSAs with LTC FFS contracts are monitored at the provider number level.
  • Example: If a program provider or FMSA has five different LTC FFS contracts, each unique provider number will receive an EVV Usage Score.
• Program providers and FMSAs enrolled with TMHP for Acute Care FFS are monitored at the NPI or API/TIN combination level.
  • Example: If a program provider or FMSA has three different NPIs or APIs with the same TIN or three different TINs, each NPI or API/TIN combination will receive an EVV Usage Score if the TIN is the same or different.
• Program providers and FMSAs with MCO contracts are monitored at the NPI or API/TIN combination level.
  • Example: If a program provider or FMSA has three different NPIs or APIs with the same TIN or three different TINs, each NPI or API/TIN combination will receive an EVV Usage Score if the TIN is the same or different.
• CDS employers are monitored at the member level.
  • Example: Each member who has selected the CDS option will be reviewed.

Revision 24-1; Effective Sept. 12, 2024

The program provider or FMSA must only submit claims for reimbursement once all the visits for the claim line items have been completed and accepted in the EVV Aggregator. The EVV Aggregator will perform a claims match against the accepted EVV visit transactions stored in the EVV Portal.

The payer must not pay a claim without a matching accepted EVV visit transaction stored in the EVV Portal.

13010 Claims Submission

Revision 26-1; Effective Jan. 30, 2026

All EVV services listed in the EVV Service Bill Codes Table on the HHSC EVV webpage are subject to this policy.

Each claims management system will forward the EVV claims to the EVV Aggregator for the EVV claims matching process. The EVV Aggregator will return the EVV claims and the EVV claims match result code(s) back to the claims management system for further claims processing.

Program providers and FMSAs must:

• Follow the billing guidelines of their payer, either HHSC or their MCO, when they submit an EVV claim.
• Submit EVV claims per claim line item with either a single date of service or a span of dates as required by their payer billing guidelines. Refer to 13020 Claims Matching for more information about how the EVV Aggregator performs the EVV claims match for each type of billing.
• Tell the third-party submitter of the claims submission requirements when using a third-party claims submitter or billing agent.
• Submit EVV claims for the program and services as detailed in the tables below.
• Meet all timely filing requirements.

LTC FFS

Program providers and FMSAs must submit EVV claims for LTC FFS to the TMHP Claims Management System for the following programs and services.

Acute Care FFS

Program providers and FMSAs must submit EVV claims for Acute Care FFS to the TMHP Compass 21 (C21) system for the following programs and services.

YES

Program providers must submit EVV Claims for YES to the HHSC Clinical Management for Behavioral Health Services (CMBHS) system for the following program service.

HCBS-AMH Waiver

Program providers must submit EVV claims for HCBS-AMH to HHSC using an Encounter Invoice Template for the following program services.

Managed Care Long-Term Services and Supports (LTSS)

Program providers and FMSAs must submit EVV claims to TMHP C21 for the following managed care programs and services.

Access the EVV Contact Information Guide (PDF) on the HHSC EVV webpage to find who to contact for other questions about the EVV claims submission process.

Program providers and FMSAs can access TMHP’s EDI homepage for basic information needed to submit claims electronically including:

• User guides
• Forms
• Technical information intended for billing agents that file claims on behalf of program providers and FMSAs

13020 Claims Matching

Revision 24-1; Effective Sept. 12, 2024

All EVV claims for EVV-required services must match an accepted EVV visit transaction in the EVV Aggregator, the state’s centralized EVV database, before reimbursement of an EVV claim by the payer. TMHP, the claims administrator for the state of Texas, oversees this process.

Payers will deny or recoup an EVV claim that does not match an accepted EVV visit transaction. This includes fee-for-service claims paid by HHSC, acute care claims paid by TMHP on behalf of HHSC and managed care claims paid by the MCO.

Program providers and FMSAs that use a third party to bill claims must tell the third party that all claims for EVV required services must be submitted to TMHP.

13030 Claims Matching Process

Revision 26-1, Effective Jan. 30, 2026

HHSC uses the EVV claims matching process to identify one or more EVV visits that support a Medicaid claim. Once a program provider or FMSA submits an EVV claim to a claims management system operated by HHSC or TMHP, the claims management system forwards any claims for EVV services to the EVV Aggregator for the claims matching process.

The automated claims matching process includes:

• Receiving an EVV claim line item.
• Matching data elements from each EVV claim line item to data elements from one or more accepted EVV visit transactions in the EVV Aggregator.
• Forwarding an EVV claim match result code to the payer once the claims match process is complete.

Program providers and FMSAs must use the EVV Portal to review and confirm the EVV Aggregator has accepted the EVV visit transactions before they submit the EVV claim(s) for those services.

The following data elements from the claim line item and the EVV visit transaction must match.

*Applies only to EVV claims for HCS and TxHmL services that require it.

If any of the above data elements do not match, the claim matching process will return an unsuccessful match result code and the payer will deny the claim.

The units of service in the claims system for certain programs and services will not match the units of service in the EVV system. If all other data elements for these programs and services match during the claims process the claim will be paid.

Refer to the EVV PCS Service Bill Codes Table and the EVV HHCS Bill Codes Table to see if the units on the claim are matched to the units on the EVV visit.

The EVV claims matching process supports EVV claims submitted with a single date of service and EVV claims submitted with a span of service dates.

Unit Matching for Multiple Visits on the Same Date of Service

If there are multiple visits for the same member for the same service, based on HCPCS and Modifier combination, from the same provider on the same date of service, the claims matching process combines the total number of units on all accepted EVV visits for that date and compares the unit total to the billed units on the claim line item.

Unit Matching Requirement for EVV Claims with Single Line Item

Program providers and FMSAs who submit EVV claims with a single EVV claim line item for each date of service must have one or more matching accepted EVV visit transactions for the same date in the EVV Aggregator or the payer may deny or recoup the EVV claim line item.

Unit Matching Requirement for EVV Claims with Span Dates of More Than One Consecutive Date

Program providers and FMSAs who submit an EVV claim with a span of dates for a line item must make sure:

• Each date of service within the span of dates has one or more matching EVV visit transactions accepted in the EVV Aggregator.
• The total units on the EVV claim line item must match the combined total units on the accepted EVV visit transactions for the span of dates, if applicable.

The payer will deny or recoup an EVV claim line item with span dates that does not meet the above criteria.

13040 Temporary Exceptions to the Claims Matching Process

Revision 26-1, Effective Jan. 30, 2026

HHSC completes the claims matching process for all claims. However HHSC may, if necessary, temporarily suspend claim denials related to EVV claims matching for certain programs or services to prevent disruption of the delivery of services.

In compliance with the 2026-27 General Appropriations Act, Senate Bill 1, 89th Legislature, Regular Session, 2025, Article II, HHSC, Rider 29, HHSC may only bypass the claims matching process for a limited time if at least one of the following circumstances is met:

• A verified issue with the EVV system prevents the capture and manual entry of EVV visits; 
• A verified issue with an EVV-related state system prevents the processing of valid EVV visits; or 
• A natural disaster or public health emergency prevents the program provider or FMSA from logging visits or submitting claims.

In such cases, HHSC will provide written instructions to program providers and FMSAs, including program providers and FMSAs approved as a Proprietary System Operator (PSO), that includes the effective dates of the bypass.

When HHSC temporarily bypasses the claims matching process, program providers, FMSAs and PSOs must still use EVV for all visit transactions for EVV required services and may still be subject to recoupment. Payers may process recoupments after the bypass has ended for any claims that have a mismatched EVV visit.

The circumstances listed in this policy will not apply if they are explicitly prohibited by federal law or a federal action.

Practice Periods

A practice period is when service providers and CDS employees can start clocking in and clocking out using the EVV system. Office staff and CDS employers also learn to use the EVV system and EVV portal during this time. HHSC may allow a practice period before implementing a new EVV required service or new program with EVV required services. Claims will pay without a match during a practice period.

Practice periods allow program providers, FMSAs and PSOs the opportunity to:

• Establish a process to monitor compliance reports 
• Train service providers on clock in and clock out methods specific to program providers and program providers approved as a PSO only
• Practice claims matching without a denial
• Ask questions

Practice periods allow the CDS employers the opportunity to:

• Establish a process to monitor compliance reports with their FMSA, unless they have chosen Option 3 on Form 1722, Employers Selection for Electronic Visit Verification Responsibilities and have read-only access into the EVV system
• Train CDS employees on clock in and clock out methods
• Ask questions

13050 Claims Match Result Codes

Revision 26-1, Effective Jan. 30, 2026

Claims Match Result Codes are codes used to indicate if an EVV claim line item matched or did not match an accepted EVV visit transaction.

Based on the result of the claims matching process, the EVV Portal displays a claims match result code and the EVV Aggregator returns the claims match result code to the claims management system for final claims processing.

The claims match result codes viewable in the EVV Portal are:

• EVV01 – EVV Successful Match
• EVV02 – Medicaid ID Mismatch
• EVV03 – Visit Date Mismatch
• EVV04 – Provider (NPI/API) or EVV Service Provider ID Mismatch
• EVV05 – Service Mismatch, including HCPCS and Modifiers if applicable
• EVV06 – Units Mismatch
• EVV07 – Match Not Required
• EVV08 – Natural Disaster

Payers will communicate the results of the final claims processing to program providers and FMSAs.

Claims Match Result Code EVV01

If the EVV Aggregator identifies one or more accepted EVV visit transactions matching the EVV claim line item, the claims matching process will return an EVV01 – EVV Successful Match result code.

Payers may still deny or recoup an EVV claim with a claims match result code EVV01 if other claim requirements fail the claims adjudication process.

For example:

• Payers may deny an EVV claim if the amount billed exceeds the authorized amount for the member.
• Payers may recoup an EVV claim if the program provider or FMSA changes EVV visit data after an EVV visit transaction matched and an updated EVV claim is not submitted by the program provider or FMSA.

Claims Match Result Codes EVV02 – EVV06

If the EVV Aggregator identifies a mismatch between an accepted EVV visit transaction and an EVV claim line item, the claims matching process will return one of the claims match result codes of EVV02, EVV03, EVV04, EVV05 or EVV06.

The payer will deny an EVV claim if the EVV claim line item receives a claims match result code of EVV02, EVV03, EVV04, EVV05 or EVV06.

Claims Match Result Codes EVV07 and EVV08

When HHSC implements a bypass of the claims matching process for a disaster or other temporary circumstance the claims matching process will return claims match result codes of EVV07 or EVV08.

Payers will not deny an EVV claim with EVV07 or EVV08 claims match result codes for an unsuccessful match.

Payers may still deny an EVV claim with claims match result codes EVV07 or EVV08 if other claim requirements fail the claims adjudication process.

When HHSC bypasses the claims matching process, the EVV Aggregator will still perform the claims matching process between the EVV claim line item and the EVV visit transaction to record the actual claims match results. Program providers and FMSAs can view the actual claims match results in the EVV Portal to find out if the EVV claim would have matched without the bypass.

Payers may recoup the EVV claim if the program provider or FMSA does not follow instructions from the payer related to claims match result codes EVV07 or EVV08.

Claims Status Report

Payers will return a claims status report for each EVV claim. The claims status report includes claims match result codes and the final claims processing result. This may include an Explanation of Benefit (EOB), Explanation of Payment (EOP) or a Denial Claims Report. Claims status reports differ by the payer and program.

See the table below for the claims management system responsible for reporting EVV claims status.

Refer to the Contact Information Guide on the HHSC EVV webpage to find who to contact with questions about the claims matching process or EVV claim denials.

Revision 25-2; Effective Sept. 2, 2025

The EVV standard reports are available to program providers, including program providers approved as a proprietary system operator (PSO), FMSAs, including FMSAs approved as a PSO, CDS employers, state staff and MCO staff for reviewing the status of visits and monitoring the overall compliance with the EVV requirements.

There are two types of EVV standard reports:

• EVV Portal standard reports – These reports are available in the EVV Portal. Only program providers, FMSAs, PSOs, state staff and MCO staff have access to the EVV portal. Refer to 14010 EVV Portal Standard Reports.
• EVV system standard reports – These reports are available in the state provided EVV system and all proprietary EVV systems. Program providers, FMSAs, CDS employers and PSOs will have access to the EVV system standard reports in their chosen EVV system.
  • State staff and MCO staff may be granted access to any EVV system to obtain EVV system standard reports.
  • A CDS employer should contact their FMSA if they don’t have access to the EVV system or to obtain an EVV Portal standard report. Refer to 14020 EVV System Standard Reports.

14010 EVV Portal Standard Reports

Revision 26-1, Effective Jan. 30, 2026

Below are the EVV Portal standard reports available to program providers, including program providers approved as a PSO, FMSAs, including FMSAs approved as a PSO, MCOs and state staff in the EVV Portal.

EVV Portal standard reports include only EVV visit transactions accepted by the EVV Aggregator and are the official reports used for:

• EVV data analysis
• HHSC and MCO EVV Compliance Oversight reviews
• Fraud, waste and abuse reviews
• Enforcement actions
• Contract monitoring
• Recoupment

EVV Portal standard reports have the same information and format regardless of the EVV system the program provider, FMSA or PSO chooses.

EVV Service Provider History Report

• Verifies which service providers and CDS employees provided services to a member for a requested date range.

EVV Claim Match Reconciliation Report

• Identifies claims in which the program provider, FMSA or PSO has updated critical visit field after the initial match that would cause the visit to no longer match the submitted claim.
• Serves as a tool for program providers, FMSAs, PSOs and payers to research claim matching codes.
• EVV01 Report:
  • Identifies claims that received a match code of EVV01 at the time of the claims matching process and received a different match code on the report run date because of updates in critical data fields.
  • Displays the match code the claim would receive on the report run date. These include match codes EVV02, EVV03, EVV04, EVV05, EVV06, EVV07 or EVV08.
• EVV07 or EVV08 Report:
  • Identifies claims that received a match code of EVV07 or EVV08 and an informational match code of EVV02, EVV03, EVV04, EVV05 or EVV06 at the time of the claims matching process.
  • Displays the match code the claim would receive on the report run date. These include match codes EVV01, EVV02, EVV03, EVV04, EVV05 or EVV06.

EVV CDS Employer Usage Report

• Displays the EVV Usage Score and Alternative Device Visit Transactions Percentage for the preceding quarter(s), for each Medicaid member who selects the CDS option with HHSC or an MCO.
• Payers use this report to conduct EVV Usage Reviews and EVV Alternative Device Compliance Reviews.
• Allows CDS employers to monitor the EVV Usage Score and EVV Alternative Device Usage Score to confirm compliance with the requirements. Refer to 11000 EVV Compliance Reviews, 11050 Alternative Device Compliance Reviews, 11060 Failure to Meet the Alternative Device Compliance Standard and 12000 Usage.

EVV Service Provider Clock In and Clock Out Report

• Displays the service provider’s and CDS employee’s:
  • Use of EVV clock in and clock out methods.
  • Total visits worked within a specific date range.
  • Percentage of total visits worked for each clock in and clock out method within a specific date range.

EVV Provider Report

• Displays contract or enrollment data used by the program provider, FMSA or PSO during setup in the EVV system.
• Displays the program provider, FMSA or PSO EVV system onboarding date, start date and end date.

EVV Reason Code Usage and Free Text Report

• Displays the EVV reason code number, reason code description and any free text entered on accepted EVV visits transactions during a specified month, sorted by each program provider’s or FMSAs unique identifier.
• Allows program providers and FMSAs, on behalf of the CDS employers, to search reason code usage and entered free text by Medicaid ID.

EVV Units of Service Summary

• Displays daily, weekly and monthly totals of services delivered for a Medicaid ID.
• Identifies breaks in service for a Medicaid ID

EVV Usage Report

• Displays the EVV Usage Score for each program provider, FMSA and PSO by payer for the preceding quarter(s).
• Displays the EVV Alternative Device Visit Transactions Percentage for each program provider and PSO for the preceding quarter(s).
• Payers use this report to conduct EVV usage reviews. Refer to 11000 EVV Compliance Reviews, 11050 Alternative Device Compliance Reviews, 11060 Failure to Meet the Alternative Device Compliance Standard and 12000 Usage.

EVV Visit Log

• Displays the hours of service delivered by the service provider or CDS employee to the member by day.
• Includes all EVV accepted visit data sent to the EVV Aggregator for service delivery visits on or after Sept. 1, 2019.
• Displays the:
  • Schedule if applicable.
  • Actual hours.
  • Location.
  • EVV clock in and clock out method for each visit.

14020 EVV System Standard Reports

Revision 26-1, Effective Jan. 30, 2026

Below are the EVV system standard reports available to program providers, including program providers approved as a Proprietary System Operator (PSO), FMSAs, including FMSAs approved as a PSO, CDS employers, MCOs and state staff in the EVV system.

CDS employers who choose Option 1 or Option 2 on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, have access to the EVV system and can get the EVV system standard reports directly. CDS employers who choose Option 3 on Form 1722 must request the reports from their FMSA.

An EVV Proprietary System may not offer all the reports listed below as determined by the options they offer in their EVV system, and they may have more reports not listed here. Contact your EVV Proprietary System Vendor to determine if any additional reports are available.

EVV Alternative Device Order Status Report

• Used to verify and track the status of alternate device orders.
• EVV Proprietary Systems that do not offer alternative devices as a clock in and clock out method are not required to offer this report.

EVV Service Provider History Report*

• Verifies which service providers and CDS employees provided services to a member for a requested date range.
• EVV Proprietary Systems that do not have PSOs that are FMSAs are not required to offer this report.
• This report is exported from the EVV Portal, so program providers, FMSAs, PSOs, MCOs and state staff should use the EVV Portal to access this report.

EVV CDS Service Delivery Log

• Displays EVV visit data for CDS employers for a requested date range.
• Data is based only on completed and verified visits from the EVV system. EVV Proprietary Systems that do not have PSOs that are FMSAs are not required to offer this report.

EVV CDS Employer Usage Report*

• Displays the EVV Usage Score and Alternative Device Visit Transactions Percentage for the preceding quarter(s) for each Medicaid member that selects the CDS option with HHSC or an MCO.
• Allows CDS employers to monitor the EVV Usage compliance requirement. Refer to 11000 EVV Compliance Reviews, 11050 Alternative Device Compliance Reviews, 11060 Failure to Meet the Alternative Device Compliance Standard and 12000 Usage.
• Payers use this report to conduct EVV Usage Reviews and EVV Alternative Device Compliance Reviews.
• EVV Proprietary Systems that do not have PSOs that are FMSAs are not required to offer this report.
• This report is exported from the EVV Portal, so program providers, FMSAs, PSOs, MCOs and state staff should not use the EVV system to access this report.

EVV Service Provider Clock In and Clock Out Report*

• Displays the service provider’s and CDS employee’s:
• Use of EVV clock in and clock out methods.
• Total visits worked within a specific date range.
• Percentage of total visits worked for each clock in and clock out method within a specific date range.
• This report is exported from the EVV Portal, so program providers, FMSAs, PSOs, MCOs and state staff should not use the EVV system to access this report.

EVV Landline Phone Verification Report

• Used to conduct EVV compliance landline phone reviews. Refer to 11000 EVV Compliance Reviews.
• Displays the phone number and phone type used for clocking in and clocking out of the EVV system to make sure the home phone landline number is an allowable phone type.
• EVV Proprietary Systems that do not offer the landline clock in and clock out method are not required to offer this report.

EVV Service Delivery Exception Report

• Shows the number of visits that varied from the schedule or authorization, and the number of visits that were not approved for a requested date range.
• Data must include services regardless of service delivery locations, including home or community location, and GPS coordinates when the mobile method is used to clock in and clock out.

EVV Units of Service Summary*

• Displays daily, weekly and monthly totals of services delivered for a Medicaid ID.
• Identifies breaks in service for a Medicaid ID.
• This report is exported from the EVV Portal, so program providers, FMSAs, PSOs, MCOs and state staff should not use the EVV system to access this report.

Non-EVV Relevant Time Logged Report

• Displays service provider and CDS employee time spent on non-EVV services during each visit for a requested date range.
• EVV Proprietary Systems that do not have PSOs that deliver non-EVV services are not required to offer this report.

*These reports are exported from the EVV Portal, so program providers, FMSAs, PSOs, MCOs and state staff should not use the EVV system to access this report.

14030 EVV Vendor Ad Hoc Reporting

Revision 24-1; Effective Sept. 12, 2024

Ad hoc reports are EVV non-standard reports. HHSC and MCOs will not use ad hoc reports for contract oversight monitoring or compliance reviews.

The state provided EVV system vendor or EVV proprietary system vendor where applicable must provide ad hoc reporting of any EVV data available in the EVV system at no additional cost to HHSC, MCOs, program providers, FMSAs or CDS employers.

Contact the state provided EVV system vendor or your EVV proprietary system vendor with questions about ad hoc reporting.

14040 EVV Portal Search Tools

Revision 24-1; Effective Sept. 12, 2024

HHSC, MCOs, program providers and FMSAs can perform the following searches for EVV visit transactions in the EVV Portal.

Accepted Visit Search

• Displays the current accepted EVV visit transactions within a specific date range.

Visit History Search

• Allows users to search for EVV visit transactions that have been accepted or rejected by the EVV aggregator.
• Search results display all changes made to an EVV visit transaction through visit maintenance in the EVV system. This includes EVV visit transactions rejections and the EVV rejection code(s).

EVV Claim Search

• Allows users to search for EVV claims.
• Search results display EVV claims, claims match result codes and other claim information.
• Claims with a claim mismatch result codes will not have an EVV Visit ID because the EVV Aggregator was unable to match those claims to a visit.

For questions about:

• EVV standard reports in the EVV Portal, contact EVV@TMHP.com.
• EVV standard reports in the EVV system, contact the state provided EVV system vendor or your EVV proprietary system vendor.
• EVV policy, contact your payer.

Revision 25-1; Effective March 12, 2025

Only EVV required services must be documented in an EVV system. A program provider, FMSA or CDS employer may choose to document EVV optional services in the EVV system. They must not document non-EVV services in the EVV system.

Failure to document EVV required services in an EVV system will result in denied or recouped EVV claims. See 1400, Failure to use an EVV System, for more information.

15010 EVV Optional Services

Revision 24-1; Effective Sept. 12, 2024

An EVV optional service is a service commonly delivered during EVV-required services but does not require EVV data collection.

The service provider may use the EVV system to document service delivery, but the services are not EVV required services. EVV optional services are included in the Service Bill Code Tables and are indicated as optional in the EVV Required/Optional? column.

The visit transaction for an optional service can be collected in the state provided EVV system or an EVV proprietary system if optional services are included in the EVV proprietary system. When the program provider, FMSA or CDS employer has verified the optional service, they may transmit it to the EVV Aggregator. When these services are submitted on a claim for Medicaid reimbursement, they do not go through the EVV claims matching process.

Depending on the program requirements, the EVV system may replace paper timesheets for EVV optional services. Program providers, FMSAs and CDS employers must continue to follow program documentation requirements when they use the EVV system for EVV optional services.

The program provider, FMSA or CDS employer will determine how the service provider or the CDS employee will clock in and clock out of the EVV system when they deliver both EVV required services and EVV optional services on the same day.

EVV optional services are treated as non-EVV services if the program provider, FMSA or CDS employer does not use the EVV system to document them.

Based on the option chosen by the program provider or FMSA and CDS employer, the service provider or CDS employee will use one of the following options to document an EVV optional service that occurs during an EVV visit.

Option 1: Clock in and clock out of the EVV system for the EVV required service delivered before the EVV optional service begins. Clock in and clock out of the EVV system for the EVV optional service, then clock in and clock out of the EVV System for the EVV required service delivered after the EVV optional service ends.

• The program provider, FMSA or CDS employer is not required to conduct visit maintenance.

Option 2: Clock in and clock out of the EVV system for the EVV required service delivered before the EVV optional service begins. Clock in and clock out of the EVV system for the EVV required service delivered after the EVV optional service has ended.

• The program provider, FMSA or CDS employer is not required to conduct visit maintenance. They may conduct visit maintenance to create a visit transaction for the EVV optional service if desired. This will not impact the usage score.

Option 3: Remain clocked in to the EVV system while the EVV optional service is delivered.

• The program provider, FMSA or CDS employer must complete visit maintenance to specify the time spent delivering EVV optional services. The visit maintenance can be done in one of two ways:
  • Downward adjust the bill hours to represent only the time for the EVV required service. This will not impact the usage score.
  • Create separate visit transactions for each instance of EVV required service.
    • The program provider, FMSA or CDS employer will change the bill time out of the original visit transaction to reflect the EVV required service delivered before the EVV optional service begins and create a new visit transaction for the EVV required service delivered after the EVV optional service ends. This will impact the usage score.
    • The program provider, FMSA or CDS employer may create a visit transaction for the EVV optional service if desired. This will not impact the usage score.

Examples of recording EVV Optional Services time

Example 1: The service provider or CDS employee delivers an EVV required service from 8 a.m. to 10 a.m., an EVV optional service from 10 a.m. to 12 p.m., and an EVV required service from 12 p.m. to 1 p.m.

The service provider clocks in to the EVV system at 8 a.m. and clocks out of the EVV system at 1 p.m. The program provider, FMSA or CDS employer must conduct visit maintenance using one of the following methods:

• Downward adjust the bill hours from 5.00 to 3.00. This will not impact the usage score.
• Conduct visit maintenance to change the bill time out of the original visit transaction to 10 a.m. and create a new transaction for the EVV required service delivered from 12 p.m. to 1 p.m. This will impact the usage score.
  • The program provider, FMSA or CDS employer may create a new visit transaction for the EVV optional service from 10 a.m. to 12 p.m., if they choose to use the EVV system for EVV optional services. Creating a visit transaction for an EVV optional service will not impact the usage score.

Example 2: The service provider or CDS employee delivers an EVV required service from 1 p.m. to 2 p.m., an EVV optional service from 2 p.m. to 4 p.m., and an EVV required service from 4 p.m. to 6 p.m.

The service provider clocks in to the EVV system at 1 p.m. and clocks out of the EVV system at 2 p.m. for the EVV required service delivered before the EVV optional service, and clocks in to the EVV system at 4 p.m. and clocks out of the EVV system at 6 p.m. for the EVV required service delivered after the EVV optional service. No visit maintenance is required for either of the visit transactions.

The program provider, FMSA or CDS employer may, if desired, complete visit maintenance to create a new visit transaction for the EVV optional service delivered from 2 p.m. to 4 p.m. Creating a visit transaction for an EVV optional service will not impact the usage score.

Example 3: The service provider or CDS employee delivers an EVV required service from 8 a.m. to 12 p.m., an EVV optional service from 2 p.m. to 4 p.m., and an EVV required service from 6 p.m. to 10 p.m.

The service provider clocks in to the EVV system at 8 a.m. and clocks out of the EVV system at 12 p.m. for the EVV required service delivered before the EVV optional service. The service provider clocks in to the EVV system at 2 p.m. and clocks out of the EVV system at 4 p.m. for the EVV optional service; and clocks in to the EVV system at 4 p.m. and clocks out of the EVV system at 6 p.m. for the EVV required service delivered after the EVV optional service. No visit maintenance is required for any of the visit transactions. This will not impact the usage score.

15020 Non-EVV Services

Revision 25-2; Effective Sept. 2, 2025

A non-EVV service is an authorized service that is not required to have an EVV visit transaction.

Program providers, FMSAs and CDS employers must not use the EVV system to document non-EVV services. Program providers, FMSAs or CDS employers should follow program documentation requirements for non-EVV services.

The program provider, FMSA or CDS employer will determine how the service provider or the CDS employee will clock in and clock out of the EVV system when they deliver non-EVV services and EVV services throughout the day.

Based on the option chosen by the program provider or FMSA and CDS employer, the service provider or CDS employee will use one of the following options to document a non-EVV service that occurs during an EVV visit.

Option 1: Clock in and clock out of the EVV system for the EVV required service delivered before the non-EVV service begins. Then clock in and clock out of the EVV system for the EVV required service delivered after the non-EVV service has ended.

• The program provider, FMSA or CDS employer is not required to conduct visit maintenance.
• The program provider, FMSA or CDS employer must complete visit maintenance to specify the time spent delivering non-EVV services according to program requirements. The visit maintenance can be done in two ways:
  • Downward adjust the bill hours to represent only the time for the EVV required service. This will not impact the usage score.
  • Create separate visit transactions for each instance of EVV required service.
    • The program provider, FMSA or CDS employer will change the bill time out of the original visit transaction to reflect the EVV required service delivered before the non-EVV service begins. They will create a new visit transaction for the EVV required service delivered after the non-EVV service ends. This will impact the usage score.

Option 2: Remain clocked into the EVV system while delivering the non-EVV service and document the amount of time spent on the non-EVV service.

• The program provider, FMSA or CDS employer must complete visit maintenance to specify the time spent delivering non-EVV services according to program requirements. The visit maintenance can be done in two ways:
  • Downward adjust the bill hours to represent only the time for the EVV required service. This will not impact the usage score.
  • Create separate visit transactions for each instance of EVV required service.
    • The program provider, FMSA or CDS employer will change the bill time out of the original visit transaction to reflect the EVV required service delivered before the non-EVV service begins. They will create a new visit transaction for the EVV required service delivered after the non-EVV service ends. This will impact the usage score.

Examples for recording non-EVV time

Example 1: The service provider or CDS employee delivers an EVV required service from 8 a.m. to 10 a.m., a non-EVV service from 10 a.m. to 12 p.m.; and an EVV required service from 12 p.m. to 1 p.m.

The service provider clocks in to the EVV system at 8 a.m. and clocks out of the EVV system at 1 p.m. The program provider, FMSA or CDS employer must conduct visit maintenance using one of the following methods:

• Downward adjust the bill hours from 5.00 to 3.00. This will not impact the usage score.
• Conduct visit maintenance to change the bill time out of the original visit transaction to 10 a.m. and create a new transaction for the EVV required service delivered from 12 p.m. to 1 p.m. This will impact the usage score.

Example 2: The service provider or CDS employee delivers an EVV required service from 1 p.m. to 2 p.m., a non-EVV service from 2 p.m. to 4 p.m. and an EVV required service from 4 p.m. to 6 p.m.

The service provider clocks in to the EVV system at 1 p.m. and clocks out of the EVV system at 2 p.m. for the EVV required service delivered before the EVV optional service; then clocks in to the EVV system at 4 p.m. and clocks out of the EVV system at 6 p.m. for the EVV required service delivered after the EVV optional service. No visit maintenance is required for either of the visit transactions.

Program providers, FMSAs and CDS employers can review the reported non-EVV service time by accessing the Non-EVV Relevant Time Logged Report in the EVV system. The report will show the total hours worked for non-EVV services.

Note: Program providers, FMSAs or CDS employers must contact the state provided EVV system vendor or follow the EVV proprietary system vendor’s procedures to determine how to document non-EVV services for members with pre-scheduled visits.

Revision 24-1; Effective Sept. 12, 2024

If the payers find a program provider, FMSA or CDS employer is not compliant with EVV policy and procedures, it could result in a referral for a fraud, waste and abuse investigation.

If you are made aware of, or suspect situations that may be considered Medicaid fraud, waste or abuse, report it to the HHSC Inspector General online or call their toll-free fraud hotline at 800-436-6184.

Revision 25-2; Effective Sept. 2, 2025

This section provides important EVV policies and identifies sections in the EVV Policy Handbook applicable to CDS employers. CDS employers must read this section and any other EVV Policy Handbook sections referred to throughout this section to review all EVV policies relevant to CDS employers.

This section provides EVV standards and policy requirements CDS employers and Medicaid members who selected the CDS option must follow if they receive an EVV-required service.

EVV requirements apply to programs and services identified in Title 1 of the Texas Administrative Code (1 TAC), Part 15, Chapter 354, Subchapter O, Electronic Visit Verification, Sections 354.4005, Personal Care Services that Require the Use of EVV, and 354.4006, Home Health Care Services that Require the Use of EVV. The EVV required programs and services are also on the EVV website.

CDS employers must make sure CDS employees clock in and clock out of the EVV system. Refer to 7000 Clock In and Clock Out Methods.

CDS employers must use the EVV system their FMSA selects. Contact your FMSA to find out which EVV system your FMSA uses.

If CDS employees do not use the EVV system, or if CDS employers do not comply with EVV requirements:

• CDS employees may experience a delay in payment or inaccurate payments.
• CDS employers must take more training.
• An FMSA or an FMSA approved as a proprietary system operator (PSO) may require CDS employers to complete a corrective action plan per Title 26 of the Texas Administrative Code (26 TAC), Part 1, Chapter 264, Subchapter B. Section 264.221, Corrective Action Plans.
• CDS employers may be subject to removal from the CDS option.
• EVV claims payments without an accepted EVV visit transaction may be denied or recouped.

Refer to 11000 EVV Compliance Reviews and 16000 Fraud, Waste and Abuse.

To avoid these consequences, contact your FMSA immediately. Begin using the EVV system as soon as possible.

CDS employers must complete Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, to select how they will participate in EVV. All CDS employers, regardless of what option they select on the form, must:

• Make sure CDS employees use the EVV system to clock in when EVV services begin and clock out when EVV services end.
• Approve CDS employee time worked in a timely manner.

CDS employers must continue to follow program rules on documentation requirements. EVV does not change applicable federal and state laws related to documentation requirements. FMSAs, FMSAs approved as PSOs, CDS employers and CDS employees must comply with applicable federal and state laws related to confidentiality of a member’s information.

17010 CDS Option Stakeholders

Revision 26-1, Effective Jan. 30, 2026

The following are stakeholders in the CDS option and must meet all state and federal EVV requirements.

The FMSA or an FMSA approved as a Proprietary System Operator (PSO) is responsible for:

• Payroll and budget management
• Selecting an EVV system
• Adding and maintaining member, CDS employer and CDS employee information in the EVV system
• Adding and maintaining member service authorizations in the EVV system
• Creating the username and temporary password for CDS employers
  • The FMSA or FMSA approved as a PSO must not grant access to the EVV system until the CDS employer has completed the required EVV system and policy training.
• Creating the username and temporary password for CDS employees
  • The FMSA or FMSA approved as a PSO must not grant access to the EVV system until the CDS employee has completed the required EVV system training.
• Helping the CDS employer complete and update Form 1722, Employer’s Selection for EVV Responsibilities and enter selections into the EVV system
• Helping CDS employers with questions about EVV policy and process
• Confirming approved time worked in the EVV system to make sure the services and hours were authorized

CDS employers are responsible for:

• Completing all required EVV training
• Training CDS employees on the use of the EVV system
• Making sure CDS employees use the EVV system to clock in when services begin and clock out when services end
• Approving time worked
• Signing up for GovDelivery to receive the most current news and alerts related to EVV

CDS employers can appoint a designated responsible party (DR) to help or to perform EVV responsibilities in the CDS option using CDS Form 1720, Appointment of a Designated Representative. However, CDS employers still retain responsibility for CDS requirements.

CDS employers will specify which EVV tasks the DR will help with or handle. Tasks might include approving CDS employee time worked or training CDS employees. CDS employers are responsible for actions taken by the DR.

Contact your FMSA for more information on appointing a DR.

The Legally Authorized Representative (LAR) is a person authorized by law to act on behalf of a member and may be a parent, guardian or managing conservator of a minor, or the court-appointed guardian of an adult.

Members and LARs are responsible for:

• Reviewing and signing the form EVV Responsibilities and Additional Information.

Notifying their FMSA if a CDS employee asks the member to clock in or clock out of the EVV system.

17020 CDS Employer Steps Before Using an EVV System

Revision 26-1, Effective Jan. 30, 2026

CDS employers must complete the following steps before using an EVV system.

Step 1: Complete Form 1722, Employer’s Selection for EVV Responsibilities with FMSA assistance.

Step 2: Complete all required EVV training. Refer to 4230 EVV Training Requirements for CDS Employers:

• EVV System
• EVV Policy

Step 3: Train CDS employees on the clock in and clock out methods. Refer to 4240 Training Requirements for Service Providers and CDS Employees.

Form 1722, Employer’s Selection for EVV Responsibilities

With help from the FMSA, CDS employers must complete this form by choosing the appropriate option for using the EVV system.

CDS employers may choose to have the designated responsible party (DR) help with EVV responsibilities described on Form 1722, Employer’s Selection for EVV Responsibilities, if the CDS employer appoints a DR. The CDS employer is responsible for any actions taken by the DR and must make sure the DR follows all privacy and security protocols, including when the DR accesses EVV data.

CDS employers who selected Option 1 on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, known as Option 1 CDS employers, must:

• Make sure they have access to the EVV system and can perform EVV responsibilities.
• Make sure CDS employees use the EVV system to clock in when EVV services begin and clock out when EVV services end.
• Complete visit maintenance in the EVV system within the visit maintenance time frame.
• Approve CDS employee time worked in the EVV system in a timely manner.

CDS employers who selected Option 2 on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, known as Option 2 CDS employers, must:

• Make sure CDS employees use the EVV system to clock in when EVV services begin and clock out when EVV services end.
• Approve CDS employee time worked in the EVV system in a timely manner.
• Approve any changes to the CDS employee time worked the FMSA made during visit maintenance.

CDS employers who selected Option 3 on Form 1722, Employer’s Selection for Electronic Visit Verification Responsibilities, known as Option 3 CDS employers, must:

• Make sure CDS employees use the EVV system to clock in when EVV services begin and clock out when EVV services end.
• Approve CDS employee time worked using the method the FMSA and CDS employer have agreed to in a timely manner.
  • Refer to program policy, CDS policy or the FMSA for more information.

If time worked is not captured in the EVV system, Medicaid cannot reimburse the FMSA for payroll and CDS employees may experience a delay in payment.

CDS employers must provide Form 1722, Employer’s Selection for EVV Responsibilities, to the FMSA.

If the CDS employer does not complete and provide Form 1722, Employer’s Selection for EVV Responsibilities to the FMSA before the member starts receiving EVV services, the FMSA will select Option 3 when creating the CDS employer’s account in the EVV system. CDS employers can request a change by completing a form and providing it to the FMSA.

Refer to Form 1722, Employer's Selection for Electronic Visit Verification Responsibilities.

Required Training for CDS Employers

4200 EVV Training requires CDS employers or the appointed DR to complete all required EVV training before using an EVV system for the first time and yearly.

Refer to 4230 EVV Training Requirements for CDS Employers.

CDS employers can access HHSC EVV Training Requirements Checklist to track training requirements and completed requirements. The checklist is on the EVV Training Resources webpage.

CDS Employer Training Responsibilities

CDS employers are responsible for providing Clock In and Clock Out Methods training to CDS employees.

CDS employers must use Form 1732, Management and Training of Service Provider, to keep up-to-date training records of completed CDS employee training. CDS employers must provide Form 1732 to the FMSA.

Refer to 4240 Training Requirements for Service Providers and CDS Employees.

System Access for the CDS Employer

The FMSA or FMSA approved as a PSO is responsible for creating a username and temporary password in the EVV system for CDS employers depending on the option selected on Form 1722, Employer’s Selection for EVV Responsibilities:

• Option 1: As needed for EVV system training, completing visit maintenance and approving time worked in the EVV system.
• Option 2: As needed for EVV system training and approving time worked in the EVV system.
• Option 3: As needed for EVV system training overview. Check with your FMSA to request view or read only access.

The EVV system or the FMSA will send CDS employers a username and the temporary password.

If the CDS employer is not the member, the FMSA or FMSA approved as a PSO will include the CDS employer’s information in the member profile and provide the username and temporary password to the CDS employer.

If the member has a DR, both the CDS employer and the DR will each have a unique username and temporary password.

CDS employers will use the username and temporary password to log in the EVV system and change the temporary password.

The FMSA or FMSA approved as a PSO can only see the CDS employer’s username and email address in the EVV system. However, the FMSA, FMSA approved as a PSO and the CDS employer can change or reset the CDS employer’s password.

If the CDS employer does not receive a username and temporary password for any reason, they should contact the FMSA.

System Access for the CDS Employee

The FMSA or FMSA approved as a PSO is responsible for creating a username and temporary password for the CDS employee.

The FMSA, FMSA approved as a PSO or the CDS employer provides the username and temporary password to the CDS employee. CDS employers must contact the FMSA to find out who will provide the CDS employee the username or temporary password.

If the CDS employee does not receive a username and temporary password for any reason, contact the FMSA or the CDS employer.

Information Updates

CDS employers are responsible for making sure HHSC or their MCO and the FMSA have the most up-to-date information in the EVV system.

CDS employers must tell the FMSA if any of the following information changes:

• HHSC or MCO
• Member’s address
• Member’s home phone landline number if applicable
• Member’s and CDS Employer’s contact information
• CDS employees

Schedules

EVV policy does not require the entry of schedules into the EVV system. Service delivery can occur with or without a schedule.

For members in the CDS option, schedules are optional to enter in the EVV system.

Some Medicaid programs require the use of a schedule for service delivery. FMSAs, FMSAs approved as a PSO and CDS employers must follow the member’s program requirements to find out if schedules are required in the EVV system.

If the CDS employer wants to use schedules in the EVV system or the program requires a schedule, a complete service provider or CDS employee profile must exist in the EVV system before entering a schedule into the EVV system. Contact your FMSA for help with the scheduling process.

Refer to 4600 Schedules.

17030 CDS Employer(s) Using an EVV System

Revision 25-2; Effective Sept. 2, 2025

Once CDS employers have completed Steps 1-3 in 17020 CDS Employer Steps Prior to Using an EVV System, they can use the EVV system.

The following steps explain when to use the EVV system and required actions for CDS employers.

Step 4: The CDS employer must make sure the CDS employee uses an approved clock in and clock out method to:

• Clock in at the beginning of service delivery.
• Clock out at the end of service delivery.

Step 5: Option 1 CDS employers, or an FMSA on behalf of Option 2 and Option 3 CDS employers, must complete visit maintenance to:

• Correct any data errors.
• Adjust bill hours if needed.
• Add Reason Codes as required.
• Enter manual EVV visits if necessary.

Step 6: CDS employers must review and approve time worked after visit maintenance is complete.

• Option 1 and Option 2 CDS employers will approve time worked using the EVV system.
• Option 3 CDS employers will approve time worked using the method the FMSA and CDS employer have agreed to in a timely manner.

Visit Maintenance

Visit maintenance is the process used by the FMSA or CDS employer to correct the identification and visit data in the EVV system to accurately reflect the delivery of service.

Option 1 CDS employers must complete visit maintenance using the EVV system and must refer to section 9000 Visit Maintenance for detailed EVV policy requirements.

Option 1 CDS employers must:

• Verify the EVV system captured data correctly.
• Complete visit maintenance if there are data errors +on an EVV visit transaction.
  • Use the most appropriate EVV Reason Code Number(s), EVV Reason Code Description(s) and free text, if applicable. Refer to 10000 Reason Codes.
• Enter manual EVV visits if necessary.

Option 2 and Option 3 CDS employers elected to have their FMSA complete visit maintenance. Option 2 and Option 3 CDS employers must work with their FMSA to provide any necessary information for the FMSA to complete visit maintenance in a timely manner.

Approving Time Worked

After visit maintenance is complete and the EVV visit transaction accurately reflects time worked, CDS employers must approve time worked.

Option 1 CDS employers must verify the EVV system captured data correctly and complete visit maintenance before using the EVV system to approve time worked.

Option 2 CDS employers must work with their FMSA to make sure all required data elements are correct and visit maintenance is complete before Option 2 CDS employers approve time worked using the EVV system.

Option 3 CDS employers must review and approve time worked using the method the FMSA and CDS employer have agreed to in a timely manner.

Failure to approve CDS employee time worked in a timely manner may result in:

• CDS employees experiencing a delay in payment or inaccurate payments.
• CDS employers taking additional required training.

17040 Failure to Use an EVV System in the CDS Option

Revision 25-2; Effective Sept. 2, 2025

CDS employers must make sure:

• An approved EVV system is used to document the delivery of EVV-required services.
• CDS employees use the EVV system to clock in when services begin and clock out when services end.

If the CDS employee does not use the EVV system to clock in or clock out for any reason, they must document service delivery information and submit the documentation to the FMSA or CDS employer.

Option 1 CDS employers must manually enter the visit into the EVV system and keep all service delivery documentation.

Option 2 and Option 3 CDS employers must provide service delivery documentation to the FMSA to make sure visits are manually entered into the EVV system by the FMSA. The FMSA or CDS employer must keep service delivery documentation.

Refer to 1400 Failure to use an EVV System, 7000 Clock In and Clock Out Methods and 12000 Usage.

17050 CDS EVV Compliance

Revision 26-1, Effective Jan. 30, 2026

CDS employers:

• Must meet compliance requirements for EVV Usage and EVV Landline Phone Verification.
• Have access to system standard reports in the EVV system and must monitor compliance reports monthly, at a minimum.

Refer to 11000 EVV Compliance Reviews, 12000 Usage and 14020 EVV System Standard Reports for more information.

17060 CDS Bonuses and Overtime

Revision Notice 24-1; Effective Sept. 12, 2024

EVV does not change, impact or track:

• Bonuses in the CDS option
• Overtime in the CDS option

Follow your FMSA’s process for bonuses and overtime.

17070 CDS Complaints

Revision Notice 24-1; Effective Sept. 12, 2024

CDS employers who have complaints may contact:

• CDS@hhs.texas.gov for complaints about a delay in payment from an FMSA or for general CDS program requirement complaints related to EVV.
• EVV@hhs.texas.gov for general complaints about EVV requirements.
• HHSC Office of the Ombudsman for escalation of a complaint.

CDS employers can find the EVV Contact Information Guide for CDS Employers under resources on the EVV Consumer Directed Services Option webpage.

For technical or accessibility issues with this handbook, email: form.handbook.request@hhs.texas.gov.

For questions about Electronic Visit Verification Provider Policy Handbook, email: evv@hhs.texas.gov.