Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

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Q: I have so many IDs, account numbers, and pin numbers. How do I know which one to use at which time?

A: Good question! This can definitely get confusing. Let’s try to clarify those:
AuthentiCare ID– The caregiver (worker) uses to clock in and out of the AuthentiCare EVV mobile app or telephony
Provider Pin– This pin number comes from Gainwell during your EVV enrollment. You will not use it for anything else
Palco ID– This ID comes from CMP and is used for all things Palco, such as Palco Connect. Both participant and caregiver will use this ID to register for Palco Connect.
Medicaid ID- This is also known as your Medicaid number. This number is what you use for all Medicaid related needs.

Q: Where can I find my Provider Pin? What if I don’t have a Provider Pin yet?

A: For provider pin questions or troubleshooting, you can contact Gainwell at (800) 457-4454


Q: I don’t have a login for Palco Connect yet. How do I get one?

A: It’s quite easy! First you will need to register for Palco Connect by going to https://connect.palcofirst.com/#/registration/data_verification. You will register using your Palco ID and the last 4 digits of your Social Security Number.

Q: Where can I find my Palco ID?

A: If you are currently a participant or a worker in a self-direction program, you should have received a letter from Palco dated May 19, 2021. Your Palco ID is listed at the top right of the letter in bold print. If you are new to self- direction or do not have a copy of the letter, you may contact Palco’s Customer Support and request the information. You can either email them at CustomerSupport@palcofirst.com or call (501) 604-9936 or their toll-free number at (888) 710-0456.

Q: Why does everyone keep asking me for an email address? What if I don’t have an email address or I share an email address with other people?

A: The Palco Connect system is set up to use your personalized email address to identify you and your worker. Palco must have a valid email on file for you. The system will not allow you and your worker to use the same email address. To update your email address with Palco- send an email to CustomerSupport@palcofirst.com with the following information:
– Your Name
– Palco ID
– Updated Email Address

Furthermore, having your updated email address on file also helps DHS to provide you quick and up to date information on the self-direction program and anything that relates to it, such as EVV and rate increases. Your email address will not be used for spam purposes or sold for advertising by DHS or Palco.

DPSQA Address

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

DPSQA Phone Number

501-682-2441

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