Massachusetts Detailed Instructions for Onboarding

On September 30, 2024, the Massachusetts Executive Office of Health and Human Services (MA-EOHHS) opened access to a new Electronic Visit Verification (EVV) system, selecting Sandata as the state-sponsored EVV system, and your success is our priority. We have tailored this checklist to help make your onboarding experience successful, whether you are choosing to use the state-sponsored system, Sandata, or an Alternate EVV vendor.

The following are a list of resources available to help you understand the movement to an EVV system and the technical requirements needed to work with the Sandata system, either as your chosen EVV vendor, or through an Alternate EVV vendor.

To get started, you need:

  • Provider ID and Service Location (PIDSL) number

  • An assigned primary user for the Sandata EVV system (whether using Sandata EVV or the Sandata Aggregator with an Alternate EVV vendor)

  • Completed registration through the Sandata Provider Self-Registration Portal (whether using Sandata EVV or the Sandata Aggregator with an Alternate EVV vendor), using the same email address you will use with the MyMassGov Single Sign-On process.

    • The Provider Self-Registration Portal will ask for your Medicaid ID. Use the first nine digits of the Provider ID and Service Location (PIDSL) number in that field. Leave off the alpha character.

    • You must complete the Provider Self-Registration form before requesting Single Sign-On access for Sandata EVV or the Sandata Aggregator.

      Failure to use the same email address for both the Single Sign-On registration process and the Provider Self-Registration Portal will result in delays in accessing the system. Please double check your email address carefully when registering.

  • Single Sign-On credentials for all who will use the Sandata EVV or Aggregator portal, obtained through a completed Agency-Based Electronic Visit Verification (EVV) System and Data Aggregator User Request Form (URF).

    • Each individual within a provider agency who will be using Sandata EVV must have their own MyMassGov account. The provider agency administrator who registered in the Sandata Provider Self-Registration Portal should submit the URF. They can submit all administrator and coordinator staff who will need access on the same User Request Form, using the second page of the form. This is not required for employees using Sandata's mobile device application, Sandata Mobile Connect.

    • Do not complete the Org Name or Org ID fields on the URF.

    • Once your request has been completed, you should receive an email from virtualgateway@state.ma.us outlining the next steps to finalize setup on the Virtual Gateway side. If you cannot locate that email, please review the Business Log In User Guide to assist with creating your MyMassGov account and setting up your multifactor authentication (MFA) method. If you need to update your MyMassGov account in the future, please review the MyMassGov Account Update Guide for information.

      Processing of the User Request Form through MyMassGov may take up to 15 business days.

Once you have obtained your PIDSL, identified a provider administrator, registered in the Provider Registration Portal, and received notice that your URF has been successfully completed, complete the following steps in order:

  1. Sign up for HHAeXchange University (Sandata's Learning Management System), and complete EVV Agency Administrator Training. Once you complete Administrator Training, you will receive a Welcome Kit by email.

  2. Review Sandata EVV learning paths and have staff sign up for the self-paced training courses in HHAeXchange University, available for them to take at their convenience.

    Keep an eye on your email to sign up for future training opportunities. Current training webinar recordings are here: Training Recordings.

  3. Develop training for your employees on Sandata Mobile Connect, the mobile app they will use to collect visit data. You can use the Employee Training Toolkit and Mobile Library to assist with this.

  4. Log in to the Sandata EVV system through the Commonwealth Virtual Gateway. Due to Commonwealth Single Sign-On requirements, providers will not be able to log in to the EVV system through the Sandata EVV website.

  5. In the EVV system, grant Sandata Mobile Connect app access to all current employees who need it. This triggers an email to be sent to their email with a temporary password for them to sign into the app. Please let employees know they will receive this email and should open it from their mobile device after they have downloaded the Sandata Mobile Connect app.

  6. Begin review of data collected through Sandata EVV.

Once you have obtained your PIDSL, identified a provider administrator, registered in the Provider Self-Registration Portal, and received notice that your URF has been successfully complete, complete the following steps in order:

  1. Sign up for Sandata Learn (Sandata's Learning Management System), and complete Sandata Aggregator training for administrators.

  2. Ensure your selected vendor registers through the Vendor Self-Registration Portal so they can complete testing using the Alternate EVV Testing Specifications and get production credentials.

    After your Alternate EVV vendor successfully completes testing and receives their production credentials, you are notified.

  3. Log in to the Sandata EVV system through the Commonwealth Virtual Gateway. Due to Commonwealth Single Sign-On requirements, providers will not be able to log in to the EVV system through the Sandata EVV website.

Complete the following steps to successfully use and record visit data in the Sandata Mobile Connect app.

  1. Attend any employer-led training for Employees on visit capture using the Sandata Mobile Connect app.

  2. Access the Mobile Library section of our Knowledge Base to review training documents for the Sandata Mobile Connect app.

  3. Complete an update of your Android or Apple mobile device to the newest operating system.

  4. Download the Sandata Mobile Connect app from the Apple Store or Google Play Store.

  5. Complete your first-time log-in to Sandata Mobile Connect.

    When your administrator gives you access to Sandata Mobile Connect through the Sandata EVV portal, you receive an email with your temporary password to the app. Open this email on your mobile device after you have downloaded the Sandata Mobile Connect app.

  6. Start and complete a visit in the Sandata Mobile Connect app. If you have scheduled visits and do not yet have access to the Sandata Mobile Connect app, complete your scheduled visits using an alternate visit verification method offered by your provider.

  • Ensure Sandata.com emails are not going to your junk folder. Speak to your IT administrator if you need help.

  • Read all Sandata emails for important information.

Sandata Term Massachusetts Term
Caregiver Employee or worker
Medicaid ID Provider ID and Service Location (PIDSL)

For general questions about the MA-EOHHS program, please email EVVfeedback@Mass.gov. You can also visit the MA-EOHHS EVV website for more information.

For assistance with your Provider ID and Service Location (PID/SL), please contact the MassHealth Customer Service for Providers at (800) 841-2900.

For assistance with Single Sign-On (SSO) credentials and the User Request Form (URF), please reach out to the Virtual Gateway Customer Service Phone at (800) 421-0938 or reference the Virtual Gateway Business Login User Reference Guide.

For technical help in using the EVV system, please open a Support Ticket. You may also call the Customer Support Line at (833) 511-0164. Please be aware of higher call volume during the go-live period.