MassHealth Long-Term Services and Support (LTSS) Support Guide

Each provider agency should assign a single primary user for Sandata EVV. This person serves as the provider agency administrator and handles adding other staff to the EVV account.

The provider agency administrator completes Sandata EVV registration through the Provider Self-Registration Portal. They must use the same email address used for their MyMassGov account. Failure to use the same email address will prevent a user from logging into the Sandata EVV system or Sandata Aggregator for those using an Alt-EVV Vendor. In the case of Independent Providers, or Nonagency Providers, they need to register with their PIDSL. If providers have more than one PIDSL they will need to register each one in the Provider Self-Registration Portal. The Provider Self-Registration Portal will ask for their Medicaid ID. Providers have been informed through communications and the Sandata Town Halls to use their PIDSL in that field.

Within 48 hours of completion of the required online course, or after the go-live launch date, the Sandata EVV Agency Administrator will receive a secure email link that will provide access to the Welcome Kit materials. The email link will expire within 10 days of receipt, so it is essential they use the link right away.

EOHHS’s Welcome Kit contains the Welcome Letter. This letter welcomes the provider agency to Sandata and provides critical information on the Single Sign-On (SSO) process, account information, and training information for office staff.

A provider using an Alt-EVV Vendor will register in the Provider Registration Portal and take training through Sandata Learn. However, once they have registered, they need to be sure their vendor registers in the Vendor Self-Registration Portal so they can complete testing and get production credentials. For Alt-EVV vendors, all parts of the testing process are done through the portal. Alternate EVV Testing Specifications are available in the Sandata Knowledge Base. The provider will be notified once the Alternate EVV vendor has successfully completed testing and receives their production credentials.

For MA-EOHHS, providers have a few scenarios where clients can be added to Sandata EVV. For Alt-EVV providers, they will need to contact their vendor for support in this process.

Providers should first search for their clients and activate them by going through the client's profile and changing their status. Sandata covers this in training. Please route any questions providers may have on functionality to Client Care and ensure they have completed training through Sandata Learn's self-paced courses or through instructor-led training.

MA-EOHHS sends two files to Sandata EVV from either Medicaid Management Information System (MMIS) or Executive Office of Elder Affairs (EOEA).

• Scenario #1: A member Medicaid ID is matched to an authorization and is pushed to the provider's client module. They do not need to attempt to create a client and simply need to ensure the client is activated as mentioned above.

• Scenario #2: If the provider does not see their client, they may add their client. Sandata EVV matches the Medicaid ID number and the date of birth of the client to the files from MMIS. If there is a match, the file is pulled in. If there isn't, the provider is not able to add the client and may need to check the information to determine if it's correct.

• Scenario #3: This is another situation with a manual add. Some clients may have a Consumer ID number and a Medicaid ID number or only a Consumer ID. These are usually EOEA members. Sandata will match files with Consumer ID and date of birth from EOEA. If a provider enters a Medicaid ID and a Consumer ID with the date of birth, the Medicaid ID will essentially be ignored by the system.

These scenarios in rare cases may result in duplicate client profiles with Medicaid IDs and Consumer IDs. It is extremely important providers review client information before scheduling visits and when maintaining visit data in EVV.

Providers should first go to the User Request Forms page on Mass.gov's website to access their User Request Form.

Providers follow the directions in the form and send it to the email address listed.

The email addresses provided in the URF MUST be the same as those the Agency Administrator uses in the Provider Self-Registration Portal and those used when creating users in Sandata EVV.

Each individual with a provider agency who will be using Sandata EVV (Sandata’s administration and visit management portal) must have their own MyMassGov account. The provider agency administrator can submit all administrator and coordinator staff who will need access on the same URF, using the second page of the form. This is not required for employees using Sandata’s mobile device application, Sandata Mobile Connect.

Provider Agencies should not complete the Org Name or Org ID fields on the URF.

The process is as follows:

1. The Provider Agency completes the Agency-based Electronic Visit Verification (EVV) System and Data Aggregator User Request Form (URF).

2. Once the Virtual Gateway team has received the URF, they create the user account and the Sandata EVV and Aggregator tile.

3. If a user does not have a MyMassGov ID, an email is sent to those on the URF with a link to the Virtual Gateway landing page, Mass.gov account creation, and Multifactor Authentication (MFA) set up instructions.

   

4. To create their account, the user must go to Business Log In on the Virtual Gateway page.

   

5. The user selects Create an Account to create their MyMassGov account and complete the MFA process.

   

6. Entering the same email address that was provided in the URF, the user selects Send Verification Code.

   

7. After entering the verification code sent in an email, the user enters their first and last name as entered on the URF and then creates their password based on the rules provided.

   

8. The user then sets up the required MFA using their preferred method: Authenticator App, Phone (Voice and Text Message), or Secondary Phone (Voice and Text Message).

9. Once setup is complete, the user is able to log in and access the Applications page to select Sandata EVV and Aggregator. Both providers using the State-sponsored EVV solution and those using an Alt-EVV vendor use this tile to access Sandata EVV or Aggregator.

   

The Sandata Knowledge Base is a searchable, information-rich tool that provides customers with start-up tips, answers to FAQs, training videos, state website links, product user guides, and so much more.

Here are some direct links to some of the most important sections for Providers:

• Mobile Section: Informational videos and topics on how to use Sandata Mobile Connect, the visit capture tool for Employees.

• Employee Training Toolkit: This is a great tool for Providers to use to begin training their Employees on how to capture visits using the Sandata Mobile Connect app.

• Sandata EVV Provider Self-Registration Portal Help Topic: For providers who may need help with understanding how to register in the Sandata Provider Self-Registration Portal, this topic includes a video and instructions to help them get started.

• EVV Vendor Technical Specifications: For providers who are using an Alt-EVV vendor, this is where the technical specifications are housed for the Alt-EVV vendors to access. Sandata works with many vendors across the country in other states, so many are used to working with us. For any who haven't, directing them to this resource will get them going with registration and testing.

Sandata Learn is an innovative platform that revolutionizes education and training, including interactive features, personalized learning experiences, and AI-driven content recommendations.

Sandata Learn offers features, such as:

• Boosted learning engagement with simulations and knowledge assessments.

• A sleek, user-friendly interface for effortless navigation and accessibility.

• Easy functionality to track your progress and performance.

• A treasure trove of new courses and resources to support all your learning goals.

• The ability to sign up for instructor-led training with ease.

For Providers looking to register in Sandata Learn to complete training, but not sure how to complete the form or the process, Learner Access to Sandata Learn helps them get started and begin their training journey.