FAQ's

Frequently Asked Questions

My attendant can’t enter time, what should I do?
Step 1 – Let your SF know so we can check to be sure we have a copy of an active authorization. If NO, we will work with you to get an authorization request sent into your MCO asap. If  YES, follow step 2:

Step 2 –  Call your fiscal employer agent (F/EA) to inquire why your attendant cannot log hours. If the F/EA states that it is an authorization issue, ask what the authorization issue is (Has the authorization expired?  Not showing as renewed? ). Once you have that information, reach out to your care coordinator with your MCO (CCC+ waiver, EPSDT program) or support coordinator (DD waiver), and let them know what is going on. Most of the time, they will need to re-send the active authorization to the F/EA. Sadly, the F/EA’s will not accept the copy of the active authorization that we obtain as SF’s, so this authorization documentation MUST come FROM your MCO / DMAS to the F/EA.

Step 3 – Follow up with your Service Facilitator to keep them informed so they can help as needed along the way! Once your F/EA receives the authorization, your case will update in their portal asap.
Step 1 – Notify your SF and we will look on our end. IF we are able to diagnose the issue and help you to resolution , we will. If NOT, follow step 2: 
 
Step 2 – Call the F/EA and find out why the time was denied or what happened ? The F/EA will be able to tell you why the time sheet was not paid. Once you have that answer, please contact your SF and we will guide you on what to do next. If it is an incomplete paperwork issue, inform the EOR of what is needed.  If it is due to an authorization issue, please reach out to your care coordinator (CCC+ waiver/EPSDT Program) or support coordinator (DD Waiver) to inquire why your authorization did not make it to the F/EA/request that they re-send the authorization. As always, keep your SF in the loop so they can assist where needed. 
Step 1 – Let your Service Facilitator know, asap
 
Step 2 –  Reach out to your social worker with The Department of Social Services (DSS) right away! DSS is who processes Medicaid renewals and is the only department that can help you with this matter. Once Medicaid has been re-instated, contact your services facilitator immediately, as we will then need to submit for a NEW authorization for your CDPA hours.
This could be due to a multitude of reasons such as the SF’s coverage area has changed, we have grown and have hired a new SF whose main coverage area happens to be your zipcode. Your SF is no longer with TTG or has moved to another type of position with the company. While we try to avoid this, it is inevitable that it will occur. Even with the changes that may affect you, please know that each TTG SF is proud to support you and your family.
All TTG members are scheduled to see their SF per their MCO/DMAS preferred schedule. Some MCO’s convey a 30 day schedule, and some a 60 day schedule. It is important for us to routinely and accurately check on our members for their health and safety, as well as to ensure their waiver services are operating smoothly and reflect any changes in their medical needs to the authorizing agents. We are required by DMAS to see all members on schedule, for your case to remain in compliance.
Authorization requests are sent in from your SF to your authorizing party (MCO or DMAS) . Your SF has not decision making ability on the number of hours that get approved, however we do our very best to create the most accurate justification for the number of hours your loved one needs support for our on a day to day basis. It is our job to “paint the picture” for the MCO and DMAS to determine whether they will approve the hours or not. Ultimately, it is fully their decision and there are multiple reasons you may not get all hours that we submit the request for. It varies between each authorizing agent.
For some attendants who live in the same household as the individuals they serve, they may be eligible for the Difficulty of Care tax exemption. To receive this exemption, the attendant needs to complete and return the difficulty-of-care exemption form and address verification to their appropriate fiscal employer agent. Note: This form should be completed each year to maintain a tax exempt status.
To get updates on your enrollment, please call or email your fiscal employer agent as we do not have this information in our system. It can only be found with your F/EA. The contact information for your F/EA can be found on that page of our website.

Respite care is intended to provide relief and a much-needed break for unpaid primary caregivers who handle the daily care of their loved ones. If an individual/member has an unpaid primary caregiver, they automatically qualify for respite services.

The exception is if there is a legally responsible individual (LRI) as an attendant. If there is a LRI attendant, the individual no longer qualifies for respite. 

LRI attendants are parents/legal guardians of minors or spouses of the individual on the waiver.

Attendant Requirements:

  • Must be at least 18 years old

  • Possess the necessary skills to provide services outlined in the individual’s service plan

  • Have basic reading, writing, and math skills

  • Hold a valid Social Security number and be authorized to work in the United States

  • Undergo a criminal background check through the Virginia State Police; if caring for a minor, they must also complete a Child Protective Services (CPS) Central Registry check through the Virginia Department of Social Services

  • Be capable of performing required health maintenance activities listed in the service plan or be willing to receive training to do so

Restrictions:
An attendant cannot be any of the following:

  • The member’s Services Facilitator

  • The member’s Support Coordinator (DD Waiver)

  • The member’s Care Coordinator (MCO)

  • The member’s Employer of Record (EOR)

  • The member’s designated Back-Up Person

Important:
Attendants are employed by the Employer of Record (EOR), not by the Fiscal/Employer Agent (F/EA), Services Facilitator, DMAS, DBHDS, or the MCO. The EOR is responsible for hiring, training, addressing pay issues, and terminating employment if necessary.

Social media, your local church bulletin board, college bulletin boards for students who may be interested, your neighborhood community page, as well as websites like care.com can be great resources! Finding an attendant will be up to the family/EOR.

You must notify your Services Facilitator, Care Coordinator (CCC+), or Support Coordinator (DD) as soon as you are admitted to the hospital and provide them with the date of admission.

If you are hospitalized for more than 30 days, you will be dis-enrolled from waiver services. However, don’t worry – once you know your discharge date, you can complete an intake with your Services Facilitator to be re-enrolled.

If you are admitted to a rehabilitation facility, you must also inform your Services Facilitator, Care Coordinator, or Support Coordinator immediately. Similar to hospitalization, you will be dis-enrolled during your stay and re-enrolled once you return home.

Maintaining clear and timely communication with your SF, CC, or SC throughout your hospital or rehab stay is essential to prevent any gaps in your waiver coverage.

Meet Allison, Age 34

Down Syndrome, Mild lD, Graves Disease

At 34 years old, Allison has been a proud part of Special Olympics since she was just 10. She loves staying active and competes in softball, bocce, bowling, and dance—her favorite of all! Dancing brings her joy and lets her express herself.

Allison cherishes her SOVA family, where she’s made countless lifelong friends. Her parents have been her softball coaches for over 10 years, supporting her every step of the way.

When she’s not on the field or the dance floor, Allison works two days a week at a Veterinarian Hospital—a job she absolutely loves!

She feels truly special knowing how many people care about her and are inspired by her spirit.