Fiserv/Electronic Visit Verification (EVV)

Fiserv/Electronic Visit Verification (EVV)

Effective April 1, 2021, the Arkansas Department of Human Services (DHS) implemented a new process known as the Electronic Visit Verification (EVV) process with all self-directed clients, employers, and their employees/caregivers enrolled in IndependentChoices or ARChoices programs. This implementation is in direct response to a federal mandate know as the 21st Century Cures Act (Section 12006).

What is EVV?
EVV is a process that uses electronic means to verify caregiver(s) visits when they are in the participant’s home to provide care. This federal mandate is designed to enhance the quality and accuracy of services provided. Upon implementation of the EVV program, caregiver(s) are required to electronically record record information about
– the types of services provided;
– the dates and time s of the services;
– information about the person who is providing the services; and
– the clock in and clock out times for the visit.

Employees/Caregivers will record their visits using either the AuthentiCare mobile application on a smartphone or tablet, or by using the Interactive Voice Response system (IVR). The IVR will allow the caregiver(s) the option to clock in and out using a landline home phone instead of a cell phone. Beginning May 28, 2021, employees/caregivers will be able to log into PalcoConnect and review their EVV time punches and submit for employer’s approval.

Beginning May 28, 2021, clients/employers, or their designated representative, will begin utilizing the PalcoConnect system to verify their employee’s time and approve for payment.

All employers and caregivers employed through self-direction must register with PalcoConnect in order to be paid for the services provided through Medicaid funding. To register, click here!

Palco is currently providing online training classes for both employees/caregivers and client/employers (or designated representative) on how to access and work through the PalcoConnect system. Dates for those trainings are:

Tuesday, May 25, 2021- 11:00am CST
Thursday, May 27, 2021- 2:00pm CST
Tuesday, June 1, 2021- 5:00pm CST
Wednesday, June 2, 2021- 10:00am CST
Friday, June 4, 2021- 9:00am CST
Monday, June 7, 2021- 8:00am CST
Wednesday, June 9, 2021- 12:00pm CST
Friday, June 11, 2021- 10:00am CST

You do not need to pre-register or RSVP for the training session. Simply join by following the link provided here with the Dial-In and Access Code:
Dial In number (US): 605-313-5625
Access Code: 673022#

If you are unable to attend an online training or you prefer personalized one-on-one training, please reach out to your Palco Support Coordinator and request a visit.


Click here to access the Arkansas EVV- Palco Connect User Guide/Manual

Click here to view a copy of the Arkansas EVV- Palco Connect Training Slides (May 2021)

Click here to access the Arkansas EVV-Palco Connect Training Video via YouTube (May 2021)

Click here to access the AuthentiCare EVV User Guide: Mobile Application

Click here to access the AuthentiCare EVV User Guide: IVR/Telephony

Click here to help find your Device ID: AuthentiCare Mobile Application


EVV Change of Information Form (Gainwell)


If you have questions regarding registering for EVV and the online EVV Registration form, contact Palco Customer Service at (501) 604-9936.

For questions about Provider PIN Enrollment, please contact Gainwell Technologies at (800) 457-4454 (Operation Hours Monday-Friday 8AM to 4:30PM).

For other questions and concerns, or if escalation is needed, please contact the EVV Call Center at (833) 916-1093 (Operation Hours Monday-Friday 8AM to 4:30PM). Voicemail is also accessible, and after-hours will be returned in the order received within one business day.

DPSQA Address

700 Main Street Slot S-427
Little Rock, AR  72203-1437 

DPSQA Phone Number


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