Electronic Visit Verification (EVV) Resources for CDPAP Personal Assistants

Electronic Visit Verification (EVV) is a system that electronically confirms when a personal assistant’s (PA’s) visit starts and ends. It captures the date, time, type of service, and location of care in real time.

EVV is required under the federal 21st Century Cures Act, and New York State requires it for all services delivered in the Consumer Directed Personal Assistance Program (CDPAP). Using EVV correctly helps make sure PAs get paid accurately and on time, and helps consumers stay within their approved service authorization. It keeps the program running smoothly for everyone involved.

PPL offers different timekeeping and approval options to accommodate the needs of CDPAP consumers and PAs while maintaining electronic visit verification (EVV) compliance. A full guide to entering and approving time is available below in English and Spanish.

PPL provides two EVV-compliant options for PAs and consumers: our Time4Care mobile app and our dial-in phone system (also called “telephony”). Note that consumers may use a third method, PPL@Home, to approve PA hours, but time cannot be entered through PPL@Home.  

Time4Care is PPL’s EVV mobile app that PAs use to clock in and out of their shifts, view pay information, and manage their time. It is currently available in 16 languages. Use the buttons below to download the app from the Apple App Store (IOS devices) or Google Play (Android devices).   

When to troubleshoot before calling Customer Service:

If you are attempting to use the Time4Care application and receive an error or issue, please check that you have the most recent version of the application on your device. You can update the application via your app store: Apple App Store or Google Play.

Troubleshooting Time4Care – Please follow these steps in order:

1. Open the Time4Care app
2. Tap the gear icon (Settings) 
3. Select Update User Data 
4. Log out and then log back in

If this does not solve the issue, please try the following:

1. Remove the Time4Care app from the device
   1. Reinstall Time4Care from the Apple App Store or Google Play
2. Clear the app cache (if you’re on Android)

2. Open the gear icon (Settings)
3. Tap Apps (or Apps & Notifications)
4. Select Time4Care
5. Tap Storage or Storage & Cache
6. Tap Clear Cache

This removes temporary files without deleting your login information, settings, or personal data.

• After clearing cache restart your phone:
  • Press and hold the Power button
  • Select Restart

This helps ensure the device loads fresh data and can resolve many app-related issues.

• Uninstall the app
  • Reinstall the Time4Care app
  • Restart your device after reinstalling

• Check for app updates in the Apple App Store or Google Play

• Try accessing the app from a different device or browser (if using the web version).

When to contact Customer Service:

If you have tried the troubleshooting tips above and the issue persists, please contact Customer Service with the following information:

• Name of the individual who experienced the issue
• Date of the error
• Approximate date and time of the timesheet
• Type of device used with Time4Care (Android or Apple)
• Consumer PPL ID
• Personal Assistant (PA) PPL ID
• Description of the steps taken before the issue occurred
• Exact point where the issue occurred

Tip: If possible, taking screenshots of the issue can help Customer Service resolve the problem.

• Customer Service:
  • 1-833-247-5346
  • NYCDPAP@pplfirst.com

PPL’s system, PPL@Home makes it easy to manage information and time worked, whether online or on our EVV app, which is called Time4Care. The system automatically checks that hours worked match up with consumers’ authorization so that PAs get paid correctly. PPL’s tools are built to meet all program requirements and give real-time updates on work shifts.

PAs and consumers without internet access can call in to enter/approve time by dialing 1-833-278-3959 and following the prompts.

PPL’s Time4Care application allows PAs to clock in and out while in “offline” mode, and then load their time when they can connect to Wi-Fi. Consumers and PAs can also call PPL’s telephony line at 1-833-278-3959 to enter/approve hours.

PPL provides EVV training to help people understand and follow EVV rules. This helps avoid errors in timekeeping and makes it easier for people to manage their services.

EVV requires that each shift be recorded when and where services are provided, not grouped together and entered later. When time is entered in batches, it can’t be verified in real time that services happened as authorized. To stay compliant, clock in when you start a shift and clock out when you finish, using PPL’s Time4Care app or telephony line at 1-833-278-3959.

EVV is required by state and federal regulations to confirm that services were delivered as authorized, and manually entering or editing time after a shift does not meet that standard. The most reliable way to stay compliant is to capture your clock-in and clock-out at the actual start and end of each shift through an approved EVV method — either the Time4Care app or telephony line at 1-833-278-3959. Manual entries and edits should be avoided and only used to correct a genuine error.

To be EVV-compliant, time must be recorded on the day you work, right when you’re starting and ending your shift, using an approved EVV method. Submitting time after the fact, even a day or two later, does not meet EVV requirements because the visit cannot be verified in real time. Clocking in and out through the Time4Care app or the telephony line at 1-833-278-3959 as your shift begins and ends keeps your time accurate and compliant.

Here are a few things to keep in mind when logging and approving time:

• Log visits as soon as they start and end.
  
• Make sure the details of the shift match the scheduled service.
  
• Review time entries before they are submitted for approval.

For more information on EVV and your responsibilities as a PA in CDPAP, review the letter linked below.