CDWA intake button
T or F: You must always select Yes when creating a case Using the CDWA intake button.
False
What are the 7 steps of the IP hiring process through CDWA?
- Submit application, Pass a background check, Client/IP match, Complete hiring tasks, Complete O&S, Ok to provide care date, and Client relationship attestation.
An IP calls in because they have an upcoming surgery and need to request a leave because they don't have enough PTO. The IP wants to know how they would request a leave.
The IP would request a leave through Workday.
The process to request a leave can be found on the IP resources page or by calling CDWA.
Where can an IP locate their official pay stubs?
ADP
Where can an IP find their PTO balance, CCH, CDWA ID #, and demographics?
In the DirectMyCare portal, the IP can click on their name in the top right-hand corner.
Who should an IP report their contract-related issue to other than the MRC?
CDWA
If a member has not reported the issue to CDWA advise them to do so right away, so there are records of them trying to contact their employer.
How often does an IP have to renew their background check? Fingerprints?
An IP has to renew their background check every 2 years or upon the employer's request.
An IP has to get fingerprinted at the beginning of employment or upon the employer's request.
How does an IP request employment verification through CDWA?
CDWA only completes verifications in writing. The organization requesting the verification of employment will email their request to InfoCDWA@ConsumerDirectCare.com.
Verifications include dates of employment, rate of pay, hours worked, and salary information.
What are the payment election options for IPs?
-Direct deposit
-Wisely card
How do IPs claim PTO and Training hours?
PTO: IPs claim PTO through the DirectMyCare portal under admin time.
Training hours: IPs claim Training hours through the DirectMyCare portal under admin time. IPs must make sure that completion reports are available and that their SC opened the authorization first.
T or F: If you are not sure if there is a contract violation always select "Yes" so the case can be reviewed by CBER.
True
What are the five steps that an IP follows to renew their background check?
- IP receives background check renewal notice from CDWA
- IP completes the online Background check authorization form
- IP is provided a 10-character confirmation code
- IP provides the confirmation code to CDWA
- CDWA receives background check results from BCCU
What is the process that takes place before an IP is able to claim hours and mileage for pay?
Hint: There are 4 steps, not the hiring process
- CM completes the client's Care assessment
- CM authorizes the client's hours & mileage to CDWA
- Client allocates hours/mileage between their IPs
- CDWA opens PCS/mileage authorization for IP
How can IPs change their Federal withholdings?
The IP can log into the DirectMyCare portal and make their way to Workday.
The IP will then follow the procedure found on the IP resource page to adjust their Federal withholdings.
An IP is calling the MRC because CDWA is sending us the wrong training/credential/deadline information for them. How would you handle this call? What would you advise the IP?
Advise the IP to follow the training and credential correction procedure through Workday.
If the IP has submitted the form and hasn't received a response within 15 business days, then escalate a case to CXP tier 3 (If not trained in training transfer to Training queue)
Create a CDWA case and collect the relevant information needed
A member calls the MRC because they will not get paid on time for the current pay period. How would you handle this call?
We cannot report a pay issue, until payday.
We would create a CDWA case using intake button and advise the IP to call CDWA to report and try to resolve the issue.
Advise the IP that if the issue persists to give us a call back on payday, so we can report it as a pay issue.
What vendor does an IP complete their fingerprints through? What do they need to book an appointment?
IDEMIA
-Fingerprint appointment form
-Date of birth
-Applicant inquiry ID/ OCA number
An IP calls in because they were informed by CDWA that they cannot work all of the hours their client is authorized, due to their WWL. The IP thinks this is unfair and wants the union to do something about it. How would you handle this call?
-Create a CDWA case
-The IP should be advised that the WWL is a state rule that all IPs have to follow. If the amount of hours the client is authorized exceeds their WWL, then they can submit a request for a temporary WWL increase through CDWA.
What time submission options do the following providers have: Live-in providers and Non-Live-in providers?
Where can they adjust their shifts? Within what timeframe?
Live-in providers: DirectMyCare portal, CareAttend app, and IVR.
Non-Live-in providers: CareAttend app, IVR, and Fob.
DirectMyCare portal and within 24 hours. After that, they must contact CDWA.
When an IP calls back in regarding an outstanding contract violation issue with CDWA, how would you handle the call?
Find and read any new comments in the existing case. Ask clarifying questions and take down any new relevant information to the issue.
Make a comment stating what was discussed with the member
Advise that they will be followed up with when there is an update
If a case from a CDWA member needs to be escalated to Coaches but is not necessarily a contract issue. How would you escalate this case?
Document using the CDWA Intake button
Select "No" to first question
Answer all questions that are applicable with detail
Toggle the switch that says "Escalate to MRC Coach?"
How does an IP request PPE?
What procedure must an IP follow if they are injured on the job?
PPE: An IP can request PPE through Workday.
OTJ injury: Call the CDWA injury hotline at 877.532.8542
An IP calls in because they were just hired on by CDWA and noticed their CCH balance was less than 1,000. The IP just returned to caregiving after a break but has been caregiving for over 15 years. How would you resolve this call?
-Create a CDWA case
The IP should be advised to obtain proof of previous CCH. ( usually last paystub from IPOne.)
The IP should follow the procedure and upload it through Workday.
The IP should receive a response from CDWA within 10 business days.
How do IPs submit non-service time submissions? What are considered non-service time submissions?
DirectMyCare portal
PTO, Training hours, and Mileage
When an IP calls the MRC to report a background check issue with CDWA, What clarifying questions must we ask?
- When and how were you notified of your background check?
- When and how did you submit your BGC to CDWA?
-What was the start date of your suspension?
- Has CDWA requested a federal rap sheet and when?
- When did you submit your federal rap sheet?
- When were you reinstated?