Enrollment
How do I fill out the care provider enrollment packet?
Recorded webinars in English and Spanish are available here under “Care Provider Enrollment Packet Webinar”.
How do I fill out the I-9 form?
Please refer to our “Completing the I-9” guide below.
Completing the I-9 Guide – English
Completing the I-9 Guide – Spanish
You may also watch a step-by-step recording of the process here.
Need help navigating the enrollment packet in DocuSign?
Please refer to our “Navigating the Enrollment Packet in DocuSign” Guide.
ADP
How do I register for ADP?
Go the ADP Log in Page at https://workforcenow.adp.com
Click on “Create Account”.
Select “I Have a Registration Code” button.
Follow the prompts to enter your personal information and create your new account.
Refer to the ADP Employee Registration Quick Reference Guide attached here in English or en español.
If you are unable to complete your registration on the ADP portal or have questions, please contact your Aveanna office.
How do I Log in to ADP?
Go the ADP Log in Page at https://workforcenow.adp.com.
Use your Aveanna ADP User ID and Password.
How do I find my username and/or reset my password?
Refer to the Finding Your Username and/or Resetting Your Password guide attached in English or en español.
If you are unable to complete your registration on the ADP portal or have questions, please contact your Aveanna office.
How do I change my contact information (address, email, phone number) in ADP?
Contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234 to change your contact information in ADP.
How do I change my tax withholdings in ADP?
Contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234 to change your tax withholdings in ADP.
How do I get my W-2 forms?
ADP will mail your W-2. If you need to update your mailing address, please contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234.
You can also access your W-2 forms online through the ADP portal.
For your Aveanna W-2 form go to https://workforcenow.adp.com/ and use your Aveanna ADP User ID and Password. If you need to set up your Aveanna ADP account, follow the instruction here.
How do I retrieve copies of my Paystubs on ADP?
Log into ADP at https://workforcenow.adp.com
After logging on, click “Myself” on the Menu Bar.
Scroll down and hover over “Pay”. Click “Pay Statements”.
Click on “View Statement” to see the most recent pay statement, or check the box next to a recent pay statement then click on DOWNLOAD.
Direct Deposit, Wisely Pay Card, and Payroll
How do I sign-up for Direct Deposit?
You can update your direct deposit information in ADP. You can find detailed instruction in English and Spanish here.
What is a Wisely Pay card?
A Wisely Pay card is a convenient way for you to be paid. Instead of a traditional bank account, pay is loaded into the pay card account. You can then save or spend your money using your pay card.
How do I sign up for a Wisely Pay card?
Contact us by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234 to sign-up for a Wisely Pay card.
When are payments issued for care providers and families?
EOR Care providers must have their punches inputted and approved in AveannaCare every Sunday by 5 PM for payment to be issued that following Friday.
Reimbursement recipients must have entries inputted in AveannaCare no later than the 5th and 15th of every month in order for payment to be processed for the following pay date.
Please refer to our payroll calendars below:
2025 Payroll Calendar – English
2025 Payroll Calendar – Spanish
Travel Time and Mileage Reimbursement
What is travel time and mileage?
Travel Time is the time it takes to travel between two or more clients in the same workday. Mileage is the distance traveled between two or more clients in the same workday.
Do I qualify for travel time and mileage reimbursement?
If you work with two or more clients in the same workday, you qualify for travel time and mileage reimbursement.
As a Care Provider, how do I get reimbursed for travel time and mileage reimbursement?
In order to be reimbursed for travel time and mileage you must use the AveannaCare app. To learn how, you can watch videos on how to log travel time and mileage punches for Agency Care Providers and how to log travel time and mileage punches for EOR Care Providers.
As a parent or client, how do I submit Transportation Reimbursement requests?
You can find detailed instruction in theses guides.
The Client can use the guide below to add a new reimbursement punch:
Creating a Transportation Reimbursement Punch | en español
EVV Client Sign-Off
Do clients/families need to approve care provider punches in order for the care provider to be paid?
In order for the care provider to receive payment, clients/families will be required to sign-off on their care provider’s punches through the AveannaCare web portal or app.
The client and care provider can use the guide below to add new punches and approve existing punches
How do I download the AveannaCare app and learn how to use it?
To download the AveannaCare app use the guide below.
Downloading the AveannaCare Mobile EVV App and Initial Log-in Instructions | en Español
To find instructions, training videos, guides, and FAQs, visit the AveannaCare info page.
AveannaCare — All users
What is EVV (Electronic Visit Verification)?
The 21st Century CURES Act, signed into law in 2016, requires that States set up an EVV system to verify that services for all Medicaid-funded personal care and home health care services occurred. An EVV system must verify the following service components: type of service, individual receiving the service, date of the service, location of service delivery, individual providing the services, and time the service begins and ends. This does not change where and how these services are delivered.
Why should I use AveannaCare?
The AveannaCare app has many benefits for both clients and care providers, including tracking of hours, viewing current authorizations, and reporting hours electronically without the need for paper. Most importantly, AveannaCare is an EVV compliant solution that meets Federal and California State regulations.
Watch a tutorial on the AveannaCare Mobile App here. (Video en Español)
How do I download the Aveannacare app and learn how to use it?
To download the AveannaCare app use the guide below.
Downloading the AveannaCare App and Log-in Instructions | en Español
To find instructions, training videos, guides, and FAQs, visit the AveannaCare info page.
I forgot my password, what should I do?
You can reset your password on the login screen by clicking “forgot password?”. When prompted, enter your email address and the system will send you an email with instructions to reset your password. The email provided must match the email associated with your account in AveannaCare. You must know the answer to your security question to reset your password. Please note, security question answers are case sensitive and must be entered exactly as they were when originally set up.
Please see the guide below for reference:
How to Change or Reset Your Password | en Español
If you do not remember your security question or have been locked out of AveannaCare, please contact Aveanna by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234.
How do I change my pin?
You can change your PIN in the AveannaCare web portal using the guide below.
What if I lose signal while I'm in the middle of a shift?
The AveannaCare app will still record your “clock in” and “clock out” if you lose signal. When the signal has been restored, simply login and the app will sync your data.
The app asked me to allow location. How does the app verify location?
The app uses GPS to record the location at the start and at the end of the shift. The app does not track location before a shift, during a shift, or after a shift has ended.
I'm receiving emails from support@dcisoftware.com. What are these for?
The system will send automated email notifications when a punch entry is created and is awaiting client sign off, when a punch entry has been signed off by the client, and when a punch entry is rejected.
AveannaCare – Clients/Families
How do I download the aveannacare app and learn how to use it?
To download the AveannaCare app use the guide below.
Downloading the AveannaCare App and Log-in Instructions | en Español
To find instructions, training videos, guides, and FAQs, visit the AveannaCare info page.
How do I track hours and view authorizations?
On the AveannaCare portal dashboard, hours can be viewed by week and by care provider. Authorizations for the current month can be viewed as well as monthly available hours.
Please see the guides below for reference:
If I approve the start of a care provider shift using my client pin on the app, can I use the portal to sign off later?
No, if you used your Client PIN at clock in on the app you must also clock out on the app with your Client PIN. You must use the same method for clock in and clock out for a shift.
What should I do if a care provider forgot to check in?
The Care Provider should login to aveanna.dcisoftware.com and “Add New Entry.” You will then need to login to your own profile and navigate to “Entries Requiring Signoff” to view “Pending” entries. You will then sign off on the entry.
The Care Provider can use the guide below to add a new entry:
What should I do if a care provider forgot to check out?
The Care Provider should clock out as soon as they realize they forgot. They can reject the punch or have you reject the punch. The Care Provider will then visit aveanna.dcisoftware.com and “Add New Entry” (See guides under “WHAT SHOULD I DO IF THE CARE PROVIDER FORGOT TO CLOCK IN?” FAQ). You will need to perform EVV signoff by logging into your own profile and navigating to “Entries Requiring Sign Off” to view “Pending” entries.
Please see guide below for reference when “Reason Codes” are NOT required:
Care Provider Edit Time Entry | en Español
Please see guide below for reference when “Reason Codes” ARE required:
How do I submit transportation reimbursement requests?
You can find detailed instructions in the guides below.
The Client can use the guide below to add a new reimbursement punch:
How do I submit daycare reimbursement requests?
You can find detailed instructions in the guides below.
I have both respite and daycare reimbursement services. How do I sign-off on respite hours and submit for daycare reimbursment?
You can find detailed instructions in the guides below.
Signing Off on Respite Hours and Punching for Day Care Reimbursement | en Español
AveannaCare – Care Providers
My punch is in a status of "pending". What does this mean?
If “Portal Signoff” was selected as the verification method in the app, the punch entry line will have a status of “Pending” and “Portal Sign Off” will be “No” under the “Entries” tab. Once a client/family member has approved the punch, “Portal Sign Off” will be “Yes” and no further action is required. It will change to an “Approved” status within a couple of hours.
Please see guide below:
If I start my shift using the client pin on the app, can I end my shift by having the client sign off on the portal later?
No, you must use the same method for clock in and clock out for a shift.
I'm receiving an error message when clocking in or clocking out. What should I do?
If you have completed all the fields and are still unable to clock in or out, please see the guide below for reference:
Punch Entry Error Message Troubleshooting Guide | en Español
If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.
What should I do if I forgot to clock in?
Visit aveanna.dcisoftware.com and “Add New Entry.” The Client will need to perform EVV Signoff by logging into their own profile and navigating to “Entries Requiring Signoff” to view “Pending” entries.
The Care Provider can use the guide below to add a new entry:
My punch is in a status of "unvalidated". What does this mean?
An entry will have this status because the system is validating that the entry meets all the rules before changing to a “pending” status. If the punch is “rejected” instead of “pending,” check your messages in the AveannaCare app or the Business Rules tab for the entry in the AveannaCare web portal to find out why. Common rejection reasons are: It may be an existing punch for that date and time was already created, it exceeded the daily/weekly/monthly approved amount, or for other reasons.
Please see the guide below for reference:
Punch Entry Error Message Troubleshooting Guide | en Español
If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.
How will I know how many hours I can work?
You and your client/family will determine how many hours you can work. Clients/families can view their authorizations and available balances on the AveannaCare portal and will schedule you accordingly. Clients/families can refer to the “HOW DO I TRACK HOURS AND VIEW AUTHORIZATIONS?” FAQ for a guide on how to check authorizations and balances.
You can also track the hours you have worked using the guide below:
How do I punch for group services?
Group services are when you provide a service to 2 (two) clients (usually siblings) in the same home at the same time. You can punch for these services using the guide below:
What if I receive an error message and am unable to clock in/out using AveannaCare?
Common reasons for clock in/out issues are: An existing punch for that date and time was already created, it exceeds the daily/weekly/monthly approved amount, or for other reasons. Please see the guide below for reference:
Punch Entry Error Message Troubleshooting Guide | en Español
If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.
Why am I seeing rejected punches?
To review system notifications regarding rejected punches, simply click on the envelope at the top right of the dashboard (same for both app & portal). Care Providers can see all entries, including rejected punches, by selecting “menu” and then “entries”. You can review the reason for the rejected punch via the messaging module.
Please see the guide below for reference:
Punch Entry Error Message Troubleshooting Guide | en Español
If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.
How can I fix rejected punches?
Rejections are usually related to the remaining authorized hours. We encourage you to speak to your client/family to confirm the hours you can work. Clients/families can refer to the “HOW DO I TRACK HOURS AND VIEW AUTHORIZATIONS?” FAQ for information on how to check authorizations and balances.
Please see the guide below for reference:
Punch Entry Error Message Troubleshooting Guide | en Español
If you are still experiencing issues, contact us by clicking here and filling out the form. Someone will be in touch soon.
What if I use the wrong service code?
If the client has not approved the hours, they can reject them in the AveannaCare web portal under the “ENTRIES REQUIRING SIGN OFF” tab and the hours can be re-entered under the correct service code in the AveannaCare web portal.
The Care Provider can use the guide below to edit or reject their punch:
Care Provider Edit or Reject Time Entry | en español
Contact the office for support if needed by email at sscustomersupport@aveanna.com or by phone at 1.800.974.1234.
What if I am scheduled to work 8:00pm Friday night until 8:00am Saturday morning?
The system will split the shift at midnight, resulting in one shift for each date. (For example; 8:00pm – 11:59pm / 12:00am – 8:00am)
What is Travel Time and Mileage?
Travel Time is the time it takes to travel between two or more clients in the same workday. Mileage is the distance traveled between two or more clients in the same workday.
Do I qualify for Travel Time and Mileage Reimbursement?
If you work with two or more clients in the same workday, you qualify for travel time and mileage reimbursement.
How do I get reimbursed for my Travel Time and Mileage?
In order to be reimbursed for travel time and mileage you must use the AveannaCare app. To learn more, watch our tutorial video on how to log travel time and milage punches.
Social Recreation Services (459) for Businesses
How do I register my business for Social Recreation Services?
A referral from the Regional Center is needed to register a business. Once a referral is received, our system (Quickbase) will then generate an email to your business with the registration process. No sign-up or log-in is required.
Refer to our “Quickbase Social Recreation Business Guide” here.
How does the regional center get my business information for a referral?
Clients/Families should provide their service coordinator with the following information about your business: Cost of service, description of service, contact person and email address. The service coordinator will send the referral to Aveanna and our system.
How much does it cost to register my business with Aveanna?
There is no charge for registering your business.
What documentation is required for registration?
Required documents: W9 and business license/certificate. A downloadable and fillable W9 is available below.
Direct deposit is not required but recommended. To sign up for direct deposit, fill out and return the ACH form linked below.
If you are a non-profit organization, you can submit the exempt letter you received from the IRS or state. If you do not have a business license/certificate for another reason, please email us at ssvendorservices@aveanna.com with more information.
What happens once I send documentation for registration?
Our system will send you an email from notify@quickbase.com confirming that your document was successfully submitted. Please check your inbox/spam/junk folder.
Once the documents have been approved by the Aveanna team and you have completed the registration process, our system will generate an email notifying you of the approval.
The process typically takes between 1 to 2 weeks, depending on when all documents are submitted. Delays may occur if corrections are needed.
How do I contact Aveanna about Social Recreation Services?
Our system generates automatic emails from notify@quickbase.com. Please note that these emails are for informational purposes only, and we kindly request that you do not reply to them. Please email us at ssvendorservices@aveanna.com for any questions.
How do I get paid?
After your business has completed the registration process, we will require the following to begin processing payment: Invoice and authorization from the Regional Center.
How do I submit invoices?
After your business has completed the registration process, we will require the following to begin processing payment: Invoice and authorization from the Regional Center.
How do I submit invoices?
Once you have been approved, our system will send you an email containing the link to the invoice portal. Please make sure you have the client’s UCI (Unique Client Identification) number ready, as it will be required to submit the invoice.
Refer to our “Quickbase Social Recreation Business Guide” here.
What is the deadline for submitting an invoice?
Invoices need to be submitted by 5 PM every Thursday.
How long will it take to get paid once an invoice is submitted?
Currently, the first payment is issued within 3 to 4 weeks of when the invoice is approved by the client/family and Aveanna.
Follow up payments are issued within 2 to 3 weeks of when the invoices are approved by the client/family and Aveanna.
See the 2025 Social Recreation (459) Payroll Calendar below.
How are invoices paid?
Payments are issued via check or direct deposit.
Our accounts payable department sends automated emails containing a payment confirmation document. This document will include the invoice number(s) that have been paid.
What is Quickbase?
Quickbase is the software Aveanna is using to streamline the social recreation services payment process. It is a website that will allow you to send your business information safely and securely. You will receive automated email notifications from this system.
My business is already vendored with the Regional Center? How do I get paid for Social Recreation Services?
If your business is vendored with any Regional Center, unfortunately your business is unable to receive payment from Aveanna under the 459-service code for social recreation.
Can I provide Social Recreation (459) and Self-Determination Program (SDP) services?
Social Recreation under the 459-service code and the Self Determination Program (SDP) are two separate services and your business can provide both. Your business will still need to be registered with us under the 459-service code, even if you already provide Self-Determination Program (SDP) services.
I am already registered with Aveanna for Social Recreation Services but am receiving an email to register again. What should I do?
If you have already been approved to provide social recreation services, please disregard the email. You may submit your invoice for processing.
What is an authorization and how does it work?
An authorization serves as the contract between the Regional Center and Aveanna, specifying the approved amount for the service and permission to proceed with payment. Once the service coordinator submits the authorization, it typically takes between 2 to 3 weeks for us to receive the final authorization. Please note that delays may occur if the authorization requires updates after submission.
How do I update my business service rate?
If there is a rate change, please notify the client/family promptly so they can notify their service coordinator.
How do I stop providing Social Recreation Services?
If services are no longer being utilized, please notify us at ssvendorservices@aveanna.com
Social Recreation Services (459) for Clients/Families
What are Social Recreation Services (459)?
Social Recreation allows clients/families to select services from businesses that meet the client’s interest and needs. This service encourages client’s to enhance their social skills, build relationships, and integrate into their communities. Aveanna will facilitate the payment process through our Financial Management Services (FMS) and ensure that all authorized social recreation services are paid for.
What is considered a Social Recreation Service?
Social recreation services include activities such as swimming, dancing, art, music, sports, camps, and non-medical therapies, among others.
Who provides Social Recreation Services?
Public or private organizations, including cities, parks, schools, gyms, music studios and more.
Who approves Social Recreation Services?
The Regional Center Service Coordinator approves social recreation services.
How can I get started with Social Recreation Services?
Identify the activity the client is interested in and reach out to the business to confirm that they accept third-party payments via check or direct deposit.
Once the business is confirmed, gather the following details:
- Business name
- Email address
- Contact person
- Cost of the service
Then contact your Regional Center Service coordinator to request social recreation services under the 459-service code and provide them with the business Your service coordinator will then submit a referral to Aveanna.
How does Aveanna register the business?
Once the service coordinator submits the referral, our system will automatically send the business an email with the registration instructions. The email will be sent from notify@quickbase.com. The business will be required to submit their W9 & copy of their business license/certificate.
How long does it take for the business to register with Aveanna?
The registration process typically takes 1 to 2 weeks, depending on when the required documents are submitted. Delays may occur if corrections are needed or if documents are incomplete.
When can services begin?
Services can begin once the business is registered. Both the client/family and service coordinator will receive an automated email from our system (notify@quickbase.com). The client/family will then need to coordinate with the business and service coordinator to determine the start date.
If I pay the business directly, will I get reimbursed?
Aveanna will not reimburse for services paid for by the clients or their families. We recommend waiting until you receive our confirmation email to begin services.
How are invoices submitted?
The business must upload their invoice to our system. Our system will then send an automated email from notify@quickbase.com to the client/family, allowing them to approve or reject the invoice.
Please see the guides below for reference:
What is required for Aveanna to pay an invoice?
An authorization from the regional center and the approved invoice from the client/family.
When will the business receive payment?
Initial payment is issued within 3 to 4 weeks of receiving the invoice and approval.
Subsequent payments are issued within 2 to 3 weeks of receiving the invoice and approval.
See the 2025 Social Recreation (459) Payroll Calendar below.
What payment methods does Aveanna offer?
Check or direct deposit.
What do I do if the cost-of-service increases?
Contact your service coordinator immediately so that the authorization can be updated, and payment is not delayed.
What should I do if the client is no longer interested in the service?
Contact your service coordinator and Aveanna at ssvendorservices@aveanna.com to provide us with the date services will stop. Do not approve invoices to avoid any overpayments.
DDS Office of the Ombudsperson
What is the office of the Ombudsperson?
The Office of the Ombudsperson is part of California’s Department of Developmental Services. It assists regional center clients and their families with access to regional center services available under the Lanterman Act.
- Inform: They provide information or clarification about Regional Center services and supports, including traditional services or the Self-Determination Program.
- Connect: They assist with linking you to the Regional Center.
- Resolve: They facilitate solutions to disagreements.
- Guide: They provide information about the appeals process.
- Investigate: They look into complaints.
- Recommend: They suggest strategies and policy changes.
- Report: They compile and present data to the legislature.
- Outreach: They offer information to individuals or groups.
Is information shared with the office of the Ombudsperson confidential?
Yes, all information shared with the office of the Ombudsperson is confidential.
What can’t the office of the Ombudsperson do?
The Office of the Ombudsperson cannot:
- Decide disputes.
- Represent someone in the appeals process.
- Make recommendations to a court or hearing officer.
- Overturn a final hearing decision.
What are the goals of the office of the Ombudsperson?
The Self-Determination Ombudsperson will strive to:
- Increase the number of people in SDP.
- Reduce the amount of time it takes to enter SDP.
- Recommend policy change at regional centers and DDS.
The Lanterman Ombudsperson will:
- Resolve individual complaints.
- Provide information about the appeals process to individuals.
- Recommend policy change at regional centers and DDS where appropriate.
How do I contact the office of the Ombudsperson?
Email and phone number information can be found under “Contact Information” on the DDS website at: https://www.dds.ca.gov/initiatives/office-of-the-ombudsperson/.
How do I contact the office of the self-determination program Ombudsperson?
Email and phone number information can be found under “Contact” on the DDS website at: https://www.dds.ca.gov/initiatives/sdp/office-of-the-self-determination-ombudsperson/.