1. Standard Operating Procedure
EVV Call Process

2. Agenda
Introduction
Making a Call from Clients Landline Phone
Making a Call from Client's Shared Landline Phone
How to make a Call utilizing the Token Device within 7 days of recording the Token number
Additional Information
Quiz

3. Purpose
The purpose of this document is to provide details for staff that are making calls through the EVV system.

4. Scope
This document is applicable to EVV systems that verify from the client number first and utilize the tokens.

5. General Requirements The following requirements must be met.
The staff must have knowledge of their agency specific toll free number and know their Staff ID number.
If not calling from the Client's landline telephone or calling from a shared landline, the staff will also need the Client ID number as well.
*Please note:
The Client ID is found in the Chart # Column after clicking on the Client Icon in the VinCENT system.
The Staff ID is found in the Staff # Column after clicking on the Staff Icon in the VinCENT system.

6. Agenda
Introduction
Making a Call from Clients Landline Phone
Making a Call from Client's Shared Landline Phone
How to make a Call utilizing the Token Device within 7 days of recording the Token number
Additional Information
Quiz

7. Making a Call from Client's Landline Phone
Dial toll free number.
Select 1 for English or 2 for Spanish
Select 1 for Call In or 2 for Call Out
Enter Staff ID
End Call – Good Bye

8. Making a Call from Client's Landline Phone Dial toll free number.
Upon arrival or departure from the client's home dial the toll free number for your agency FROM THE CLIENT's LANDLINE PHONE.
**Please Note: If there are multiple clients in the same home and all are using the landline telephone for EVV, see the 2nd call process on "Making a Call from Client's Shared Landline Phone."

9. Listen to the recorded prompts.
Making a Call from Client's Landline Phone Select 1 for English or 2 for Spanish
Listen to the recorded prompts.
Select 1 for English –the prompts will continue in English
Select 2 for Spanish –the prompts will continue in Spanish

10. Select 1 for Call In –start of the visit/shift/schedule
Making a Call from Client's Landline Phone Select 1 for Call In or 2 for Call Out
Select 1 for Call In –start of the visit/shift/schedule
Select 2 for Call Out –end of the visit/shift/schedule

11. Making a Call from Client's Landline Phone Enter Staff ID
The caller will hear "Enter Staff ID" – enter the 5 digit number provided to you by the office.
*Please note: The Staff ID is found in the Staff # column after clicking on the Staff Icon in the VinCENT system.

12. Making a Call from Client's Landline Phone End Call – Good Bye
After the Staff ID is entered the message will say "Good Bye" and the call is over.

13. Agenda
Introduction
Making a Call from Clients Landline Phone
Making a Call from Client's Shared Landline Phone
How to make a Call utilizing the Token Device within 7 days of recording the Token number
Additional Information
Quiz

14. Making a Call from Client's Shared Landline Phone
Dial toll free number
Select 1 for English or 2 for Spanish
Select 1 for Call In or 2 for Call Out
Enter Client ID
Enter Staff ID
Token Code Prompt

15. Making a Call from Client's Shared Landline Phone
Making a Call from Client's Shared Landline Phone Dial toll free number
Upon arrival or departure from the client's home dial the toll free number for your agency FROM THE CLIENT'S SHARED LANDLINE PHONE.
**Please Note: When calling from a shared landline phone, there will be some additional prompts.

16. Listen to the recorded prompts.
Making a Call from Client's Shared Landline Phone Select 1 for English or 2 for Spanish
Listen to the recorded prompts.
Select 1 for English –the prompts will continue in English
Select 2 for Spanish –the prompts will continue in Spanish

17. Select 1 for Call In – start of the visit/shift/schedule
Making a Call from Client's Shared Landline Phone Select 1 for Call In or 2 for Call Out
Select 1 for Call In – start of the visit/shift/schedule
Select 2 for Call Out – end of the visit/shift/schedule

18. Making a Call from Client's Shared Landline Phone Enter Client ID
The caller will hear "Enter Client ID" - They need to enter the 7 digit number provided to you by the office.
The caller will only be prompted to enter the Client ID if they are not using the client's landline phone or if they are using a shared landline phone.
**Please Note: The Client ID is found in the Chart ID column after clicking on the Client Icon in the VinCENT system.

19. Making a Call from Client's Shared Landline Phone Enter Staff ID
The caller will hear "Enter Staff ID" – enter the 5 digit number provided to you by the office.
**Please note: The Staff ID is found in the Staff # column after clicking on the Staff Icon in the VinCENT system.

20. Making a Call from Client's Shared Landline Phone Token Code Prompt
After the Staff ID is entered the message will say "If you have a token code enter it now. If not, please press the # key. "– They need to press the # key and the message will say goodbye.

21. Agenda
Introduction
Making a Call from Clients Landline Phone
Making a Call from Client's Shared Landline Phone
How to make a Call utilizing the Token Device within 7 days of recording the Token number
Additional Information
Quiz

22. How to make a Call utilizing the Token Device within 7 days of recording the Token number.
Press the button on the Token & record number
Dial toll free number from any phone
Select 1 for English or 2 for Spanish
Select 1 for Call In or 2 for Call Out
Enter Client ID
Enter Staff ID
Enter Token Number
End Call – Good Bye

23. How to make a Call utilizing the Token Device within 7 days of recording the Token number. Press the button on the Token & record number
Upon arrival and departure press the circle power button.
After pressing the button a 6 digit number will appear on the right side of the screen.
Record this number.
You must call within 7 days from the start of the visit/schedule/shift to enter the 6 digit number.
If the call will be placed outside that 7 day window it cannot be recorded.
**Helpful hint: Always write down the full 6 digits to record later. A picture of the number could also be taken with a cell phone for reference when calling into the EVV system.

24. How to make a Call utilizing the Token Device within 7 days of recording the Token number. Dial toll free number from any phone
To record the token numbers, dial the toll free number for your agency.

25. Listen to the recorded prompts.
How to make a Call utilizing the Token Device within 7 days of recording the Token number. Select 1 for English or 2 for Spanish
Listen to the recorded prompts.
Select 1 for English –the prompts will continue in English
Select 2 for Spanish –the prompts will continue in Spanish

26. Select 1 for call in – start of the visit/shift/schedule
How to make a Call utilizing the Token Device within 7 days of recording the Token number. Select 1 for Call In or 2 for Call Out
Select 1 for call in – start of the visit/shift/schedule
Select 2 for call out– end of the visit/shift/schedule

27. How to make a Call utilizing the Token Device within 7 days of recording the Token number. Enter Client ID
The caller will hear "Enter Client ID" – enter the 7 digit number provided to you by the office.
The caller will only be prompted to enter the Client ID if they are not using the client's landline phone or if they are using a shared landline phone.
*Please note: The Client ID is found in the Chart ID column after clicking on the Client Icon in the VinCENT system.

28. How to make a Call utilizing the Token Device within 7 days of recording the Token number. Enter Staff ID
The caller will hear "Enter Staff ID"– enter the 5 digit number provided to you by the office.
*Please note: The Staff ID is found in the Staff # column after clicking on the Staff Icon in the VinCENT system.

29. How to make a Call utilizing the Token Device within 7 days of recording the Token number. Enter Token Number
The caller will hear "If you have a token code you may enter it now. If not press the # key."– enter the 6 digit number from the Token Device and hit the # key.

30. How to make a Call utilizing the Token Device within 7 days of recording the Token number. End Call – Good Bye
After the Token Code is entered the message will say "Good Bye" and the call is over.
This process must be repeated to record both the In Call and Out Call with corresponding token numbers.

31. Agenda
Introduction
Making a Call from Clients Landline Phone
Making a Call from Client's Shared Landline Phone
How to make a Call utilizing the Token Device within 7 days of recording the Token number
Additional Information
Quiz

32. Contact Information
Direct questions about this document to the Agency System Administrator.

33. Agenda
Introduction
Making a Call from Clients Landline Phone
Making a Call from Client's Shared Landline Phone
How to make a Call utilizing the Token Device within 7 days of recording the Token number
Additional Information
Quiz

34. How do I receive a Staff ID?
A. You create your staff ID when you call
B. The office will provide you your 5 digit Staff ID
C. The voice recording will tell you the Staff ID
D. You do not need a staff ID
The correct answer is B.

35. What number do I call?
A. Contact your agency for the number.
B. The token will provide the toll free number
C. Use the agency number
D. You will not need a number
The correct answer is A.

36. How do I get a number to appear on the Token Device?
A. The client will provide the number
B. A number will appear once you call the toll free number
C. Shake the token
D. Press the raised circle power button on the Token Device
The correct answer is D.

37. What number do you select for a Call Out?
B. There is no Call Out
C. 2
D. 9
The correct answer is C.