Report 2016-128 Recommendation 5 Responses

Report 2016-128: In‑Home Supportive Services: The State Could Do More to Help Providers Avoid Future Payment Delays (Release Date: March 2017)

Recommendation #5 To: Social Services, Department of

To effectively communicate information to providers and reduce call volumes at counties, Social Services should implement functionality within CMIPS II by December 2017 to provide automated notifications to providers about the status of their timesheets and paychecks, including when timesheets are received and processed, when paychecks are processed, and whether there are exceptions on timesheets that would delay processing paychecks and whom to contact at the county to address those exceptions.

Annual Follow-Up Agency Response From November 2018

With the upcoming implementation of Electronic Visit Verification (EVV), paper timesheets will be eliminated. It is not feasible, nor cost effective to move forward with creating automated notifications to providers who currently submit paper timesheets. CDSS has continued to send timesheet stuffers, added language to the mass mailing for sick leave, as well as provided additional information to encourage them to utilize the Electronic Services Portal to view their timesheet and payment history through webinar trainings for providers about timesheets and violations. CDSS will continue to outreach to the providers and recipients to increase enrollment in the portal until EVV is implemented. The recorded webcast can be found at:

http://www.cdss.ca.gov/inforesources/IHSS-Providers/Resources/Timesheet-Information

California State Auditor's Assessment of Annual Follow-Up Status: Resolved

Although Electronic Visit Verification is currently available as an option to providers, Social Services subsequently clarified that it expects the system to be fully implemented statewide by January 2021. Social Services also indicated that paper timesheets will be discontinued on a flow basis as counties implement Electronic Visit Verification. Because Social Services has demonstrated that its efforts are contributing to effectively communicating information to providers and assisting with reducing call volumes at counties, we have assessed the status of this recommendation as resolved.

1-Year Agency Response

In November 2017, CDSS successfully implemented electronic timesheets in all 58 counties. As a part of the electronic process, all enrolled providers and recipients receive emails (Attachment H) as their timesheets are being processed, approved, and paid. Also included is the Timesheet History PowerPoint (Attachment F) which was recorded as a training webcast for providers and recipients. The recorded webcast can be found at: http://www.cdss.ca.gov/inforesources/IHSS-Providers/Resources/Timesheet-Information

California State Auditor's Assessment of 1-Year Status: Partially Implemented

Social Services implemented functionality within CMIPS II to provide automated notifications to providers who use the new electronic timesheets feature. Although Social Services reported in its six-month response that providers who choose not to use electronic timesheets are still able to set up an account in the application and check the status of their timesheets and paychecks, it did not address this provision in its one-year response or provide evidence of the provision's implementation.

6-Month Agency Response

CDSS successfully implemented electronic timesheets in the pilot counties in June 2017, and is expected to complete the implementation in November 2017. This solution automatically sends email notifications to the providers and recipients who opt into this service throughout the timesheet process. Additionally, any provider, including those who do not use the electronic timesheets feature, can set up an account in the application and can check the status of their timesheets and paychecks.

California State Auditor's Assessment of 6-Month Status: Pending

Social Services did not provide documentation to illustrate examples of the email notifications or the account used to check on the status of timesheets and paychecks.

60-Day Agency Response

With the implementation of the electronic timesheets which is scheduled to pilot in June 2017, and if successful, will go live statewide in July 2017, this solution will include a feature that automatically sends email notifications to the providers and recipients who opt into this service throughout the timesheet process. Additionally, any provider, including those who do not use the electronic timesheets feature, can set up an account in the application and have the ability to check the status of their timesheets and paychecks. CDSS also is evaluating options that could send email notifications to the providers and/or recipients when the paper timesheet has been received and processed through CMIPS II.

California State Auditor's Assessment of 60-Day Status: Pending

All Recommendations in 2016-128

Agency responses received are posted verbatim.