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Frequently Asked Questions

 

Enrollment

Recorded webinars in English and Spanish are available here under “Care Provider Enrollment Packet Webinar”.

Please refer to our “Completing the I-9” guide below.

Completing the I-9 Guide – English

Completing the I-9 Guide – Spanish

You may also watch a step-by-step recording of the process here.

Please refer to our “Navigating the Enrollment Packet in DocuSign” Guide.

DocuSign Client and Care Provider | en Español

 

ADP

Go the ADP Log in Page at https://workforcenow.adp.com

Click on “Create Account”.

Select “I Have a Registration Code” button.

Enter the Aveanna Registration Code: AveannaSS-qyxhj2v

Follow the prompts to enter your personal information and create your new account.

If you are unable to complete your registration on the ADP portal or have questions, please contact your Aveanna office.

Go the ADP Log in Page at https://workforcenow.adp.com.

Use your Aveanna ADP User ID and Password.

Contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234 to change your contact information in ADP.

Contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234 to change your tax withholdings in ADP.

ADP will mail your W-2. If you need to update your mailing address, please contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234.

You can also access your W-2 forms online through the ADP portal.

For your Aveanna W-2 form go to https://workforcenow.adp.com/ and use your Aveanna ADP User ID and Password. If you need to set up your Aveanna ADP account, follow the instruction here.

Log into ADP at https://workforcenow.adp.com

After logging on, click “Myself” on the Menu Bar.

Scroll down and hover over “Pay”. Click “Pay Statements”.

Click on “View Statement” to see the most recent pay statement, or check the box next to a recent pay statement then click on DOWNLOAD.

 

Direct Deposit, Wisely Pay Card, and Payroll

You can update your direct deposit information in ADP. You can find detailed instruction in English and Spanish here.

A Wisely Pay card is a convenient way for you to be paid. Instead of a traditional bank account, pay is loaded into the pay card account. You can then save or spend your money using your pay card.

Contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234 to sign-up for a Wisely Pay card.

EOR Care providers must have their punches inputted and approved in AveannaCare every Sunday by 5 PM for payment to be issued that following Friday.

Reimbursement contractors must have entries inputted in AveannaCare by the 8th of the month for payment to be issued on that month’s pay date unless otherwise noted on the payroll calendar.

Please refer to our payroll calendars below:

2024 Payroll Calendar – English

2024 Payroll Calendar – Spanish

2024 FMS Reimbursement Calendar – English

2024 FMS Reimbursement Calendar – Spanish

 

Travel Time and Mileage Reimbursement

Travel Time is the time it takes to travel between two or more clients in the same workday. Mileage is the distance traveled between two or more clients in the same workday.

If you work with two or more clients in the same workday, you qualify for travel time and mileage reimbursement.

In order to be reimbursed for travel time and mileage you must use the AveannaCare app. To learn how, you can watch videos on how to log travel time and mileage punches for Agency Care Providers and how to log travel time and mileage punches for EOR Care Providers.

View Spanish language videos here.

You can find detailed instruction in theses guides.

Please see guide below for reference when “Reason Codes” are NOT required:

AveannaCare Transportation Reimbursement Guide | en Español

Please see guide below for reference when “Reason Codes” ARE required:

Creating a Transportation Reimbursement Punch | en Español

 

 

EVV Client Sign-Off

In order for the care provider to receive payment, clients/families will be required to sign-off on their care provider’s punches through the AveannaCare web portal or app.

Please see guide below for reference when “Reason Codes” are NOT required:

AveannaCare Mobile EVV – Punching and Approving Hours – Client and Care Provider Guide | en Español

Please see guide below for reference when “Reason Codes” ARE required:

AveannaCare Mobile App User Guide | en Español

To download the AveannaCare app use the guide below.

Downloading the AveannaCare Mobile EVV App and Initial Log-in Instructions | en Español

To find instructions, training videos, guides, and FAQs, visit the AveannaCare info page.

 

AveannaCare – All Users

The 21st Century CURES Act, signed into law in 2016, requires that States set up an EVV system to verify that services for all Medicaid-funded personal care and home health care services occurred. An EVV system must verify the following service components: type of service, individual receiving the service, date of the service, location of service delivery, individual providing the services, and time the service begins and ends. This does not change where and how these services are delivered.

The AveannaCare app has many benefits for both clients and care providers, including tracking of hours, viewing current authorizations, and reporting hours electronically without the need for paper. Most importantly, AveannaCare is an EVV compliant solution that meets Federal and California State regulations.

Watch a tutorial on the AveannaCare Mobile App here. (Video en Español)

To download the AveannaCare app use the guide below.

Downloading the AveannaCare App and Log-in Instructions | en Español

To find instructions, training videos, guides, and FAQs, visit the AveannaCare info page.

You can reset your password on the login screen by clicking “forgot password?”. When prompted, enter your email address and the system will send you an email with instructions to reset your password. The email provided must match the email associated with your account in AveannaCare. You must know the answer to your security question to reset your password. Please note, security question answers are case sensitive and must be entered exactly as they were when originally set up.

Please see the guide below for reference:

How to Change or Reset Your Password | en Español

If you do not remember your security question or have been locked out of AveannaCare, please contact Aveanna by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234.

You can change your PIN in the AveannaCare web portal using the guide below.

AveannaCare App PIN | en Español

The AveannaCare app will still record your “clock in” and “clock out” if you lose signal. When the signal has been restored, simply login and the app will sync your data.

The app uses GPS to record the location at the start and at the end of the shift. The app does not track location before a shift, during a shift, or after a shift has ended.

The system will send automated email notifications when a punch entry is created and is awaiting client sign off, when a punch entry has been signed off by the client, and when a punch entry is rejected.

AveannaCare – Clients/Families

To download the AveannaCare app use the guide below.

Downloading the AveannaCare App and Log-in Instructions | en Español

To find instructions, training videos, guides, and FAQs, visit the AveannaCare info page.

On the AveannaCare portal dashboard, hours can be viewed by week and by care provider. Authorizations for the current month can be viewed as well as monthly available hours.

Please see the guides below for reference:

How to Check Your Authorization | en Español

How to Check Hours Worked – Clienten Español

No, if you used your Client PIN at clock in on the app you must also clock out on the app with your Client PIN. You must use the same method for clock in and clock out for a shift.

The Care Provider should login to aveanna.dcisoftware.com and “Add New Entry.” You will then need to login to your own profile and navigate to “Entries Requiring Signoff” to view “Pending” entries. You will then sign off on the entry.

Please see guide below for reference when “Reason Codes” are NOT required:

Creating a Punch | en Español

Please see guide below for reference when “Reason Codes” ARE required:

Creating an EOR Service Portal Punch | en Español

The Care Provider should clock out as soon as they realize they forgot. They can reject the punch or have you reject the punch. The Care Provider will then visit aveanna.dcisoftware.com and “Add New Entry” (See guides under “WHAT SHOULD I DO IF THE CARE PROVIDER FORGOT TO CLOCK IN?” FAQ). You will need to perform EVV signoff by logging into your own profile and navigating to “Entries Requiring Sign Off” to view “Pending” entries.

Please see guide below for reference when “Reason Codes” are NOT required:

Care Provider Edit Time Entry | en Español

Please see guide below for reference when “Reason Codes” ARE required:

Care Provider Edit or Reject Time Entry | en Español

You can find detailed instructions in the guides below.

Please see guides below for reference when “Reason Codes” are NOT required:

AveannaCare Transportation Reimbursement Guide | en Español

Please see guide below for reference when “Reason Codes” ARE required:

Creating a Transportation Reimbursement Punch |en Español

 

You can find detailed instructions in the guides below.

Creating a Day Care Reimbursement Punch | en Español 

 

You can find detailed instructions in the guides below.

Signing Off on Respite Hours and Punching for Day Care Reimbursement | en Español 

AveannaCare – Care Providers

If “Portal Signoff” was selected as the verification method in the app, the punch entry line will have a status of “Pending” and “Portal Sign Off” will be “No” under the “Entries” tab. Once a client/family member has approved the punch, “Portal Sign Off” will be “Yes” and no further action is required. It will change to an “Approved” status within a couple of hours.

Please see guide below:

Punch Status Cheat Sheet | en Español 

No, you must use the same method for clock in and clock out for a shift.

If you have completed all the fields and are still unable to clock in or out, please see the guide below for reference:

Punch Entry Error Message Troubleshooting Guide | en Español

If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.

Visit aveanna.dcisoftware.com and “Add New Entry.” The Client will need to perform EVV Signoff by logging into their own profile and navigating to “Entries Requiring Signoff” to view “Pending” entries.

Please see guide below for reference when “Reason Codes” are NOT required:

Creating a Punch | en Español 

Please see guide below for reference when “Reason Codes” ARE required:

Creating an EOR Service Portal Punch | en Español 

 

An entry will have this status because the system is validating that the entry meets all the rules before changing to a “pending” status. If the punch is “rejected” instead of “pending,” check your messages in the AveannaCare app or the Business Rules tab for the entry in the AveannaCare web portal to find out why. Common rejection reasons are: It may be an existing punch for that date and time was already created, it exceeded the daily/weekly/monthly approved amount, or for other reasons.

Please see the guide below for reference:

Punch Entry Error Message Troubleshooting Guide | en Español

If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.

You and your client/family will determine how many hours you can work. Clients/families can view their authorizations and available balances on the AveannaCare portal and will schedule you accordingly. Clients/families can refer to the “HOW DO I TRACK HOURS AND VIEW AUTHORIZATIONS?” FAQ for a guide on how to check authorizations and balances.

You can also track the hours you have worked using the guide below:

How to Check Hours Worked – Care Provideren Español

Group services are when you provide a service to 2 (two) clients (usually siblings) in the same home at the same time. You can punch for these services using the guide below:

Punching for Group Services | en Español 

Common reasons for clock in/out issues are: An existing punch for that date and time was already created, it exceeds the daily/weekly/monthly approved amount, or for other reasons. Please see the guide below for reference:

Punch Entry Error Message Troubleshooting Guide | en Español

If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.

To review system notifications regarding rejected punches, simply click on the envelope at the top right of the dashboard (same for both app & portal). Care Providers can see all entries, including rejected punches, by selecting “menu” and then “entries”. You can review the reason for the rejected punch via the messaging module.

Please see the guide below for reference:

Punch Entry Error Message Troubleshooting Guide | en Español

If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.

Rejections are usually related to the remaining authorized hours. We encourage you to speak to your client/family to confirm the hours you can work. Clients/families can refer to the “HOW DO I TRACK HOURS AND VIEW AUTHORIZATIONS?” FAQ for information on how to check authorizations and balances.

Please see the guide below for reference:

Punch Entry Error Message Troubleshooting Guide | en Español

If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.

If the client has not approved the hours, they can reject them in the AveannaCare web portal under the “ENTRIES REQUIRING SIGN OFF” tab and the hours can be re-entered under the correct service code in the AveannaCare web portal.

Please see guide below for reference when “Reason Codes” are NOT required:

Care Provider Editing a Punch | en Español 

Please see guide below for reference when “Reason Codes” ARE required:

Care Provider Edit or Reject Time Entry | en Español 

Contact the office for support if needed by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234.

The system will split the shift at midnight, resulting in one shift for each date. (For example; 8:00pm – 11:59pm / 12:00am – 8:00am)

Travel Time is the time it takes to travel between two or more clients in the same workday. Mileage is the distance traveled between two or more clients in the same workday.

If you work with two or more clients in the same workday, you qualify for travel time and mileage reimbursement.

In order to be reimbursed for travel time and mileage you must use the AveannaCare app. To learn more, watch our tutorial video on how to log travel time and milage punches.

DDS Office of the Ombudsperson

The Office of the Ombudsperson is part of California’s Department of Developmental Services. It assists regional center clients and their families with access to regional center services available under the Lanterman Act.

  • Inform: They provide information or clarification about Regional Center services and supports, including traditional services or the Self-Determination Program.
  • Connect: They assist with linking you to the Regional Center.
  • Resolve: They facilitate solutions to disagreements.
  • Guide: They provide information about the appeals process.
  • Investigate: They look into complaints.
  • Recommend: They suggest strategies and policy changes.
  • Report: They compile and present data to the legislature.
  • Outreach: They offer information to individuals or groups.

Yes, all information shared with the office of the Ombudsperson is confidential.

The Office of the Ombudsperson cannot:

  • Decide disputes.
  • Represent someone in the appeals process.
  • Make recommendations to a court or hearing officer.
  • Overturn a final hearing decision.

The Self-Determination Ombudsperson will strive to:

  • Increase the number of people in SDP.
  • Reduce the amount of time it takes to enter SDP.
  • Recommend policy change at regional centers and DDS.

The Lanterman Ombudsperson will:

  • Resolve individual complaints.
  • Provide information about the appeals process to individuals.
  • Recommend policy change at regional centers and DDS where appropriate.

Email and phone number information can be found under “Contact Information” on the DDS website at: https://www.dds.ca.gov/initiatives/office-of-the-ombudsperson/.

Email and phone number information can be found under “Contact” on the DDS website at: https://www.dds.ca.gov/initiatives/sdp/office-of-the-self-determination-ombudsperson/.