FAQ

ISAS System.  Questions and Answers

1.       SYSTEM SET UP AND GENERAL QUESTIONS.

Q.- Does each caregiver ( regular or/and substitutes) need to be assigned to a particular client?

A.- No, they do not.  All caregivers can work for any client as long as they/workers are officially registered with agency.  The agency will set-up the individual accounts for providers.  After that the providers will be able to clock in and out.

2.       OTP DEVICES

Q.- How will clients get OTPs devices?

A.- Case managers have devices now  and they will decide whether to give one to the client or not.  OTP battery life is good for 5 years.  You or the family needs to persuade case manger to give them one.  Client’s family can request an OTP device if clients needs it.

Q.- Will all clients have to have OTPs?

A. No, if the clients are at home and the phone call can be made from the client’s main line.  Client’s family can request an OTP device if clients needs it.

Q.- Can ground lines and cell phones with OTP device be used at the same time?

A.- Both methods are possible.  You can use client’s home phone to sign in and cell phone with OTP to sign out.

Q.-What is caregiver can log in but cannot log out.

A.- Your call will be transferred to help desk after 3 attempts and they will enter the information on your behalf.

Q.- Can one family with two clients have devices?

A.- Yes, when 2 people in one household 2 devices will be given.

Q.- Will it be possible for the client and caregiver go out of town together? – Previously CM allowed clients with care providers to go out of town (visit grandchildren in some other city).  Will this be possible – time will be billable if PCA goes too?  Sometimes family care providers take the clients to their homes or other locations (grandchildren) with proper authorization.

A.- Yes, if you have an OTP device, without the information from the OTP device , the provider will not be able to call to clock in and out.

3.       GROUND LINES AND CELL PHONES.  OTP DEVICES

Q.- Who will distribute the OTP devices to the clients?

A.- The Case Managers

Q.- Many clients have low cost/ limited phone plans, allowing them to make only 60 phone calls a month .  This system will require additional calls and they will go over limit. If we have 2 or more providers clocking in and out, clients will go over those allowed calls.  Can clients deny PCA phone calls?

A.- This will not be a problem.  The clock in and out number is 1(855) – and all 800 numbers are free and not count against any calling plan.  If client does not want ho allow to use his /her phone , an OTP device must be provided by a case manager.

Q.- Does a provider need to call from HIS/HER particular cell or from ANY phone when there is a OTP device?

A.- A provider can call from ANY phone as long as he has an OTP with him to enter the numbers from it.

4.      KEEPING TRACK OF TIME.  FRACTIONS OF HOURS, ROWNDINGS, SPLIT SHIFTS.

Q.- Do caregivers have to enter in only specific hours authorized by Support Planner?

A.- No.  For example: client is authorized to have 8 hours a day, 9 AM to 5 PM. Provider started and clocked in today at 7 AM. He can finish/clock out at 3PM.  Same 8 hours shift, but different time.  Caregivers must not exceed the total number of personal care hours allowed for a particular client in the Plan of Services per week.

Q.- Husband and wife have different caregivers and overlapping hours are specifically authorized by Case Managers in the plan of Care and two (2) different caregivers working simultaneously for the two clients. Will PCAs have any problems clocking in and out using the ground line/cell phone?

A.- No, they will not. Even more so, when 2 people in one household have services under the Community First Choice(CFC) program will have two OTP devices will be given to this household.

Q.- Can one caregiver provide personal care and record work time for two clients at the same time?

A.- No.  This will be handled as time ovelaping.

Q.- Will there be any rounding of hours?  If not – how fractions of hours are accounted for?  If one PCA has more than 1 client, is any time given for the travel time from one client to another (it used to be 15 min disregarded between clients).

A. There is NO rounding. Please make sure you clock-in and out at the exact time or a couple of minutes after your shift is finished. Do not call at 8:55, call rather at 9:03.

Q.- Case managers write in POC split shift hours (up to three shifts) – that can be provider’s nightmare.  Do providers need to clock in every time they start and finish?

A.- Yes. Family can request straight hours to accommodate providers or client may be at risk of not having the shift covered – providers have to clock in 3 times in and clock out 3 times in order to be paid for such shifts.

Procedures

List of Things Caregivers Need to Clock-in/out using client’s phone:

1)      Make sure you are in a quiet location

2)      Call toll free number

3)      Make sure you are in a quiet location

4)      Give first three letters of clients first name

5)      Give first three letter of clients last name

6)      Enter 9 digit provider number (COF provider)

7)      Press “1” to clock in or “2” to clock out

*three attempt limit to enter in correct information, after which you will be redirected to the “help desk” (if within customer service hours) or be prompted to leave a message (if after customer service hours)

List of Things Caregivers Need to Clock-in/ using OTP:

1)      Call toll free number

2)      Make sure you are in a quiet location

3)      Provide client’s MA#

4)      Give first three letters of clients first name

5)      Give first three letter of clients last name

6)      6 digit password # from OTP device

7)      Enter 9 digit provider number (COF provider)

8)      Press “1” to clock in or “2” to clock out

*Three attempt limit to enter in correct information, after which you will be redirected to the “help desk” (if within customer service hours) or be prompted to leave a message (if after customer service hours)