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CIL-NET Presents…. Personal Assistance Services A National Onsite Training August 16-18, 2011 St. Louis, Missouri Presenters: Gwen Dean Phil Pangrazio. Arizona Health Care Cost Containment System (AHCCCS). “AHCCCS” is Arizona’s Medicaid Program AHCCCS is a Managed Care Model.

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cil net presents

CIL-NET Presents…

Personal Assistance Services

A National Onsite Training

August 16-18, 2011

St. Louis, Missouri


Gwen Dean

Phil Pangrazio

arizona health care cost containment system ahcccs
Arizona Health Care Cost Containment System (AHCCCS)

“AHCCCS” is Arizona’s Medicaid Program

AHCCCS is a Managed Care Model

ahcccs role

AHCCCS is responsible for -

  • Financial Eligibility
  • Medical Eligibility
  • Selecting and monitoring the performance of Arizona Long Term Care (ALTCS) Managed Care Program Contractors
  • There are four ALTCS Program Contractors
    • Mercy Care, Bridgeway, SCAN & Evercare Health Plans
financial and medical eligibility
Financial and Medical Eligibility
  • Our waiver combines, Acute Care Medical services, Institutional Services and a comprehensive Home and Community Based Service managed through Arizona Long Term Care Service (ALTCS) Program Contractors
  • Serving people with Developmental or Physical Disabilities, and the Elderly
  • Native Americans may choose to receive services through AHCCCS or Indian Health Service
  • 65 years of age or older, disabled and requiring nursing facility level of care
  • Income limit 300% of SSI maximum $1,656 per month for an individual
financial and medical eligibility cont d
Financial and Medical Eligibility, cont’d.
  • Resource limit is $2,000 for an individual
  • A home, vehicle and irrevocable burial plan are not counted toward resource limits
  • AHCCCS eligibility takes up to 90 days
  • Family members, friends and a spouse can be paid to provide service
  • Parents with children under the age of 18 are not allowed to be paid
arizona long term care services altcs
Arizona Long Term Care Services (ALTCS)
  • Personal Care
  • Homemaking
  • Attendant Care
  • Respite Care
  • Self-directed Attendant Care
  • Assisted Living
  • Nursing Homes


managed care program contractor
Managed Care Program Contractor

ALTCS Program Contractors are responsible for –

  • Selecting and monitoring the performance of provider agencies
  • Monitoring Self-Directed Care Services
  • Assigning the Consumer an ALTCS Case Manager
  • The coordination and authorization of services
  • Ensure that new consumers have services provided within 30 days
  • Semi-annual consumer re-assessment of services


philosophical benefits and value of being a managed care sub contract provider of pas
Philosophical Benefits and Value of Being a Managed Care Sub-Contract Provider of PAS
  • Increase the Center’s consumer base
  • Discretionary dollars
provider agencies services
Provider Agencies Services
  • Personal Care
  • Homemaking
  • Attendant Care
  • Respite Care
  • Prescriptions
  • Transportation to medical


  • Home modifications
  • Visiting nurse services
  • Durable medical equipment
  • Doctors and hospitals
personal care assistant services
Personal Care Assistant Services
  • Personal Care – 2 to 3 hours, 2 to 3 times per week
      • Showering
      • Dressing
      • Shopping
      • Meal preparation
  • Homemaking – 2 to 3 hours, 1 to 2 times per week
      • Housekeeping
      • Change linens & make bed
      • Laundry
      • Shopping
      • Meal preparation
personal care assistant services cont d
Personal Care Assistant Services, cont’d.
  • Attendant Care – 15 to 40 hours, 5 to 7 days per week
    • Personal Care
    • Homemaking
    • Supervision
  • Respite Care – 720 hours annually
    • Personal Care
    • Homemaking
    • Supervision
self directed attendant care
Self-directed Attendant Care

The consumer can access all HCBS Services through their ALTCS Case Manager. In addition their PCA is allowed to do the following tasks -

  • Bowel care
  • Bladder catheterization (non-indwelling)
  • Wound care (non-sterile)
  • Glucose monitoring
  • Permanent tube feeding
  • Insulin injections
self directed attendant care cont d
Self-directed Attendant Care, cont’d.

Consumer is responsible for -

  • Recruiting
  • Interviewing/hiring/terminating
  • PCA Training
  • Acquiring CPR and First Aid training before employment
  • Directing their care
  • Developing a Service Plan
  • Developing a Service Agreement between a consumer and the PCA
self directed attendant care cont d 2
Self-directed Attendant Carecont’d 2
  • Ensuring that all applicant documents are accurately completed and submitted to the Fiscal and Employer Agent (FEA)
  • References and Criminal Clearance card is optional
  • Scheduling and monitoring their services hours
  • Submitting the PCA/consumer signed timesheets
  • Monitor their quality of care and potential Medicaid fraud
  • Notify the ALTCS Case Manager of any changes, i.e. service hours, health changes, hospitalization etc.
self directed attendant care cont d 3
Self-directed Attendant Carecont’d 3

Program Contractor is responsible for -

  • Authorizing Consumer training services:
    • Recruitment tips
    • Interviewing techniques
    • Developing a Job Description
    • Developing a Service Agreement
    • How to manage your PCA
    • How to monitor the performance of their PCA
  • Authorizing agency to provide back up PAS services
  • Monitoring the quality of all services

Self-directed Care Model and Provider Agency Model

  • The Consumer’s role is to -
  • DIRECT their Care
  • Make CHOICES
provider agencies
Provider Agencies

Agencies are responsible for -

  • Recruitment – Local newspapers, flyers, brochures, word of mouth
  • Employing PCAs – Character, stability and ability
  • PCA Training – Fundamentals and disability related competencies
  • Identifying consumer needs – Intake Assessment
  • Referring PCAs – Character, PCA skills, location, availability
  • Quality of service – Joint responsibility with consumer
  • Contract Compliance – Adhere to agency & contract requirements
five components to agency model
Five Components to Agency Model
  • Case Management
  • Hiring PCAs
  • Payroll
  • Claims
  • Policies and Procedures
case management provider agency service intake
Case Management -Provider Agency Service Intake

Independent Living Overview

Intake Assessment Summary

Consumer Training Overview

Consumer Needs Assessment

Consumer/PCA Service Agreement

After Hours Service

PAS Policies and Procedures

case management independent living overview
Case Management -Independent Living Overview

Independent Living Philosophy

Consumer Rights

Independent Living Center Programs & Services

Identify interest in developing an Independent Living Plan

Encourage consumer to get involved in Advocacy

Assist with voter registration

case management intake assessment summary
Case Management -Intake Assessment Summary
  • Living arrangements
  • Language spoken
  • Cognitive abilities
  • Vision, hearing, literate
  • Consumer’s healthcondition
  • Accessibility & condition of home
  • Safety issues
  • Lifestyle (i.e., pets, smoking, etc.)
  • Identify days & hours of service
  • Consumer’s contingency plan

Getting to know your Consumer

case management consumer training overview
Case Management -Consumer Training Overview

PCA referral process

Interviewing your PCA

Selecting a PCA / replacement Process

Contingency plan

Monitoring your PCA performance

Reportng Requirements

case management consumer needs assessment
Case Management -Consumer Needs Assessment
  • Identify the consumer’s Personal Care and Homemaking tasks, be specific
  • Identify who will provide medical tasks that the PCA is not allowed to perform, be specific
  • Identify days and hours of services preferred
  • Ensure the ALTCS Case Manager has allowed enough hours to complete the task
case management consumer needs assessment cont d
Case Management -Consumer Needs Assessment cont’d.
  • The consumer can use the Needs Assessment as an interview tool for potential PCAs
  • The agency will use the Consumer Needs Assessment to identify PCAs who have the skills, knowledge, ability and availability to provide the service
case management consumer pca service agreement
Case Management -Consumer/PCA Service Agreement
  • Avoid problems by including all tasks that the consumer and PCA have agreed upon, be specific
  • Include hours and days of service that have been agreed upon by the consumer and the PCA.
  • Ensure both parties have a clear understanding and agree on how service will be provided
case management consumer pca service agreement cont d
Case Management -Consumer/PCA Service Agreement cont’d.
  • The agency will use this agreement to complete Consumer Service Evaluations and PCA performance evaluations
  • If issues arise, refer back to the agreement
  • The consumer will contact the agency if the agreement requires revision
case management after hours service
Case Management -After Hours Service

Provided after normal business hours

  • Monday through Friday, 5pm to 8am
  • Week-ends and ABIL holidays 24 hours
  • Consumer contingency plan
case management after hours service cont d
Case Management -After Hours Service cont’d

Provided after normal business hours

  • List of available PCAs
  • Ensure the consumer and the PCA have the contact information
  • Ensure the consumer and PCA know to only contact the service after hours
case management provider agency consumer monitoring
Case Management -Provider Agency Consumer Monitoring
  • On-site Service Evaluation is conducted 5 days after the initial service date for new consumers only. This is to ensure the PCA has the skills, knowledge and ability to meet the consumer needs.
  • 30 day, (60 day if necessary), and 90 days from the initial service date an on-site service evaluation is completed to ensure the consumer needs are being met and the PCA continues to have the skills and is satisfied with his/her position.
case management provider agency consumer monitoring cont d
Case Management -Provider Agency Consumer Monitoring cont’d
  • Onsite service evaluations are then completed every 90 days thereafter.
  • Unannounced onsite visits are conducted when necessary.
program pitfalls
Program pitfalls
  • Lack of communication between Case Managers, Agency Supervisors, Consumers, Payroll and claims
  • Liability Insurance
  • Workers comp Insurance
  • Unemployment Insurance
  • Overtime
  • Turnover
program pitfalls cont d
Program pitfalls cont’d
  • Family members taking advantage of the consumer’s service
  • Designate one spokesperson when family has oversight of service
paid family member pros and cons
Paid Family Member Pros and Cons
  • Majority of paid family members provide excellent care.
  • Difficult to know who is providing the care when several people live in the home.
  • Failure to report consumer’s change in health condition, hospitalization.
  • Submitting hours for payment when the consumer is in the hospital, out of town or has been disenrolled from Medicaid benefits.
paid family member pros and cons cont d
Paid Family Member Pros and Cons cont’d
  • Some family members will only provide care if they are being paid.
  • Some only want the consumer Social Security check.
  • Some family members threaten the consumer with nursing home placement if they admit the care is not being provided.
paid family member pros and cons cont d 2
Paid Family Member Pros and Cons cont’d 2
  • Reduces recruitment cost
  • Reduced training cost
  • It would be difficult to fill all positions without family members
  • Potentially increases workers comp
  • Increases unemployment insurance
hiring requirements personal care assistant
Hiring Requirements – Personal Care Assistant
  • Application
  • 3 References – 1 should be an employer
  • Criminal History Self-Disclosure – should be notarized
  • Federal Criminal Fingerprint Clearance Card
  • E-Verification qualification
  • Federal Health Care Exclusion qualification
hiring requirements personal care assistant cont d
Hiring Requirements – Personal Care Assistant cont’d
  • Negative TB skin-test or x-ray indicating free from pulmonary tuberculosis
  • Complete and pass PCA training and CPR/1st Aide
  • New hire orientation
  • Appropriate Employment Identification
  • Completed tax documents, i.e. I9, W4, & A4
  • Policy and Procedure signed Acknowledgement
personal care assistant training
Personal Care Assistant Training

Family Members-Homemakers

  • Fundamentals of Caregiving -2 day training
      • Philosophy and Values when providing care and support
      • Roles and Responsibilities within an Agency
      • Ethical and Legal Issues
      • Observing, Reporting and Documenting
      • Communication and Cultural Competency
      • Job Management Skills/Time Management
      • Infection Control
      • Safety and Emergencies
personal care assistant training cont d
Personal Care Assistant Trainingcont’d.
    • Nutrition and Food Preparation
    • Home Environment Maintenance
    • Body Mechanics and Techniques for Maintaining Back Safety
    • Transfer / Positioning – disability specific
    • Personal Care – disability specific
    • CPR and First Aide
  • Students must demonstrate their skill and ability to perform the task
  • Disability specific training, if necessary
personal care assistant training cont d 2
Personal Care Assistant Trainingcont’d 2

General Personal Care Assistant

  • Fundamentals +one module: 4 day training
  • Elderly/Physical Disabilities or Developmental Disabilities
      • Chronic Diseases and Physical Disabilities
      • Physical and Emotional Needs of an Individual
      • Transfers and Positioning
      • Personal Care
      • Activities and Activity Planning
      • Dementia-Specific Care
      • Grief and end-of-life Issues
      • CPR and First Aide
  • Students must demonstrate their skill and ability to perform the task
payroll process
Payroll Process
  • Service hours cannot be paid without a timesheet
  • Service hours paid must have the Case Managers’ and Agency authorization
  • Timesheets must have both Consumer and Personal Care Assistant signature before payment is issued
  • Payment can not be paid if the consumer is in the hospital or disenrolled from the Medicaid program
payroll process c ont d
Payroll Process cont’d.

Agencies should-

  • Develop a Payroll verification Report
  • Verify Case Manager authorization before payment is issued
  • Verify Supervisor’s authorization before payment is issued
  • Verify hospitalization and services not provided
payroll process cont d 2
Payroll Process Cont’d 2
  • Set a due date for timesheets to be submitted
  • Clearly inform the PCA when their regular payday is and when payment will be issued when payday falls on a holiday
  • Not allow early payment to the PCA
  • Not allow a payroll advance
  • Always pay on time - Never have insufficient funds
payroll pitfalls
Payroll Pitfalls
  • Issuing payment without a Case Manager’s authorization
  • Poor communication between Case Managers, Supervisors and payroll
  • Issuing payment without appropriate PCA employment documents
  • Forgery
  • Fraud / falsification
claims process
Claims Process
  • Authorization must be received before billing a claim
  • Submit a clean claim; complete all required information on CMS 1500
  • Diagnosis (ICD9 code)
  • Procedure Code –Service
  • Modifier code – Service


  • Service dates and hours
  • Bill rate
  • Agency name
  • Provider ID #
  • National Provider ID

number (NPI)

  • Consumer name
  • Consumer Medicaid

ID number

claims tips
Claims Tips
  • Claims are billed using the PCA timesheet
  • Bill only hours submitted on the PCA timesheet
  • Reject PCA timesheet that are incorrect or missing information
  • Bill only your agreed upon unit rate
claims pitfalls
Claims Pitfalls
  • Not receiving payment
  • Claims are paid 30 to 45 days after received by the Program Contractor
  • Case Managers authorizing a service, then not informing their claims department
  • Failure to be notified by the Case Manager that hours have been decreased and continuing to pay the PCA for hours you can’t bill.
claims pitfalls cont d
Claims Pitfalls cont’d
  • Billing without an authorization
  • Research on denied claims is very time intensive
  • Re-submitting denied claims
important considerations in developing policies and procedures
Important Considerations in Developing Policies and Procedures
  • In-house operations, Consumer and PCA.
  • Consumer and PCA policies and procedures are the same. You will communicate the same information to both parties
  • Develop policies/procedures that will reduce the agency’s liability
  • Inter-connect all components when developing policies/procedures
important considerations in developing policies and procedures cont d
Important Considerations in Developing Policies and Procedures cont’d
  • Create timelines for each process
  • Case Management based on the contract requirements, Agency policies and philosophy
  • Hiring which reflects State & Federal Department of Labor guidelines
  • Payroll and claims reflects contract requirements and agency policies
important considerations in developing policies and procedures cont d 2
Important Considerations in Developing Policies and Procedures cont’d 2
  • Ensure all PAS staff have a responsibility for each component
  • Job descriptions must reflect the components
  • Ensure the consumer understands agency policies and procedures
  • Consumers and PCAs will sign and acknowledge they understand and adhere to those policies and procedures
  • Provide each consumer and PCA with a copy of agency policies and procedures
potential liability
Potential Liability
  • PCA providing medical services
  • PCA or Consumer failing to report; when a service is not being provided, consumer health has significantly changed, hospitalization, abuse, neglect or disenrollment from Medicaid services
  • PCA providing transportation in their own vehicle or driving a consumer’s car without signing a waiver
  • Consumer giving the PCA the key to their home without signing a waiver
potential liability cont d
Potential Liability cont’d
  • Entering the consumer home when they are not present
  • PCA assisting with banking such as using the consumer’s credit card or knowledge of a pin number
  • PCA assisting with personal affairs such as Medical or durable Power of Attorney (POA)
  • PCA accepting gifts or borrowing money from the consumer
potential liability cont d 2
Potential Liability cont’d 2
  • Knowingly placing your consumer or PCA in harms way
  • Theft, fraud and forgery
  • Leaving the consumer stranded
  • PCA using alcohol or drugs before or during work
  • PCA failing to call 911 when necessary
potential liability cont d 3
Potential Liability cont’d 3
  • PCA taking children, pets, husband or other family member to the consumer’s home
  • Eating the consumer’s food
  • Consumer and PCA maintaining a professional relationship
  • Consumers who fail to adhere to policies may be better to use the Self-Directed Care option
recommended policies procedures
Recommended Policies & Procedures
  • PAS Program description and philosophy
  • Consumer Rights
  • Consumer Intake & Assessment
  • Quality of Care / Incident Report
  • Duty to Report
recommended policies procedures cont d
Recommended Policies & Procedures cont’d
  • Transportation / waiver
  • House Key / waiver
  • PCA Hiring & Compliance
  • PCA Rights/Code of conduct
  • Supervisory monitoring – Consumer/PCA Evaluations
recommended policies and procedures cont d 2
Recommended Policies and Procedures cont’d 2
  • Deficit Reduction/False Claims Act
  • Criminal Background Checks
  • Substance Abuse
  • Disciplinary Process – a progressive approach
recommended policies and procedures cont d 3
Recommended Policies and Procedures cont’d 3
  • Family Medical Leave Act (FMLA)
  • Injury Management/Claims
  • After-Hours Service
  • Payroll
  • Claims
  • File maintenance
for more information
For more information


Phil Pangrazio, Executive Director

Gwen Dean, PAS Unit Director

Arizona Bridge to Independent Living

(602) 296-0513

cil net attribution
CIL-NET Attribution

Support for development of this training was provided by the U.S. Department of Education, Rehabilitation Services Administration under grant number H132B070002-10. No official endorsement of the Department of Education should be inferred. Permission is granted for duplication of any portion of this PowerPoint presentation, providing that the following credit is given to the project: Developed as part of the CIL-NET, a project of the IL NET, an ILRU/NCIL/APRIL National Training and Technical Assistance Program.