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Texas EVV Vendor Information Center

Provider Onboarding Form

Overview

We are excited to share that Texas Health and Human Services Commission (HHSC) has partnered with Accenture and HHAeXchange to help Texas program providers remain compliant with state and federal Electronic Visit Verification (EVV) laws, and ensure a simplified, user-friendly, and seamless experience.

HHAeXchange is the only state provided EVV system vendor. As part of this agreement, HHAeXchange’s Portal is available at no cost to program providers, financial management services agencies (FMSAs), and Consumer Directed Services (CDS) employers.

All program providers and FMSAs are required to select an EVV system to be compliant with state and federal EVV laws.

Next Steps

HHAeXchange Provider Onboarding Form

Program providers and FMSAs need to complete and submit the HHAeXchange Provider Onboarding Form if you have not done so already. The information provided through the form is critical to configure your HHAeXchange portal.

Provider Onboarding Form

Welcome Packets

Your HHAeXchange Welcome Packet prepares you for the transition to the HHAeXchange portal. It is your go-to guide for ensuring EVV compliance and offers a detailed timeline for onboarding with HHAeXchange.

HHAeXchange customized the Welcome Packet for your agency type:  

  • If you represent a Program Provider – click HERE to access your Welcome Packet.
  • If you represent a Financial Management Services Agency (FMSA) – click HERE to access your Welcome Packet.

Review your Welcome Packet and register for an upcoming training session based on your EVV system user type.

Learning Management System (LMS) – HHAeXchange University

HHAeXchange University provides access to required courses, certifications, and assessments for program providers and FMSAs who use HHAeXchange as their EVV system vendor.

To register for LMS access, visit the LMS Sign Up page and enter the following information:

  • Full name
  • Email address
  • Six-digit customer ID
  • Password of your choice

To access the LMS login page, click HERE.

Compliance Requirements:

  • All users must register for HHAeXchange University.
  • If you haven’t completed your required courses for the current operational year, you must do so in the LMS to stay compliant with Texas EVV Policy.
  • If you’ve already completed your required training this year, no further action is needed until the next operational year.

IMPORTANT: You are required to complete the test at the end of the LMS training to gain initial access to the HHAeXchange Portal and every year after your go-live date with HHAeXchange.

HHAeXchange Portal Access

Once LMS training has been completed, the person who completed the provider onboarding form for your agency will receive HHAeXchange Portal credentials to log into the HHAeXchange Portal.

Client Support at HHAeXchange

Program providers, FMSAs, and
Consumer Directed Services (CDS) employers that use HHAeXchange as their
state-provided EVV system vendor can submit
support requests through the following methods:

In the Client Support Portal, system users can create a categorized ticket that
describes and tracks their inquiry with a general response time of 24 hours
after submission. Tickets are also created in the system when a user contacts HHAeXchange via phone or email.

If more information is needed to address the inquiry, HHAeXchange will email
the user at the email address associated with the ticket. So that inquiries and
tickets are resolved as efficiently as possible, all program providers, FMSAs,
and CDS employers that use HHAeXchange as their EVV system should
ensure that:

  • A designated point of contact (also known as the EVV System
    Administrator) is established.
  • The necessary staff, including the designated point of contact, can
    access and regularly check and respond to emails that are configured
    to receive HHAeXchange responses.
  •  Any requests for additional information are promptly responded to.
  •  The designated point of contact can answer requests for additional
    information in a timely manner.

If HHAeXchange requests additional information but does not receive a
response in a timely manner, the inquiry may be delayed or unresolved. If
HHAeXchange has not received a response for requested information after
three attempts, they may close the ticket.

To contact HHAeXchange, select Contact Information located on the left
navigation menu on the HHAeXchange Texas Information Center web page.

Upcoming Webinars

Getting Started Checklist

You’ve received your HHAeXchange login credentials –now what? To help you build a strong foundation, we’ve created a checklist of key steps to set your agency up for success. This includes configuring your system settings, onboarding your service providers, verifying compliance requirements, and setting up billing and scheduling workflows. Following these steps will ensure your agency is fully prepared to operate efficiently and meet EVV policy standards from day one.

Learning Management System (LMS)

HHAeXchange University is the official LMS for program providers and Financial Management Services Agencies (FMSAs) using HHAeXchange as their EVV system vendor. HHAeXchange University supports individual user accounts, allowing each staff member to register and manage their own learning experience.

Access HHAeXchange University HERE. 

How to Register:

To get started, visit the LMS Sign Up page and enter the following:

  • You name.
  • Your email address.
  • Your six-digit customer ID.
  • A password of your choice.

Requirements:

  • All HHAeXchange system users must be registered in HHAeXchange University.
  • If you have not yet completed your required training for the current operational year, you must do so to remain compliant with Texas EVV Policy.
  • If you’ve already completed your required training this year, you will not need to retake it until the next operational year.

Reminder: Completion of the test at the end of the LMS training is required to gain initial access to the HHAeXchange Portal, and must be repeated annually after your go-live date.

Click HERE to log in to the LMS.

HHAeXchange Texas Knowledge Base

For self-help solutions, the HHAeXchange Texas Knowledge Base provides quick access to HHAeXchange system process guides, job aids, training videos and more that cover all aspects and processes of the HHAX Texas EVV system.

Texas Knowledge Base

FAQs

We’ve gathered the question we get most from Provers.

The HHAeXchange Portal

The HHAeXchange Portal enables you to easily meet Texas EVV policy requirements, and provide a simple and streamlined experience for both back-office staff and service providers. In addition, Texas providers will benefit by leveraging the HHAeXchange Portal for workflow efficiencies including:

  • Getting up and running quickly with up to a year’s worth of visit data migrated to your new HHAeXchange Portal and up to 5 years of members, authorizations, service providers, and more
  • Managing schedules based on authorizations, plans of care, and individual client needs
  • Offering intuitive EVV tools to service providers, including a robust mobile application available in 20+ languages
  • Ensuring seamless submission of EVV visits to the EVV Aggregator
  • Generating EVV-compliant claims at no additional cost

FMSAs and CDS employers should have received information about the HHAeXchange Portal. Monitor your emails and refer to this page to learn more.

In the meantime, learn more about the benefits of the HHAeXchange Portal.

All providers can use our Client Support Portal to find answers to questions and create support requests, email us at [email protected], or contact us by phone 1-833-430-1307.

Visit the HHSC EVV web page for other EVV resources, such as policies. Subscribe to EVV GovDelivery to receive HHSC notices by email.

Services in Scope

The 21st Century Cures Act

Passed by Congress in December 2016, the 21st Century Cures Act requires states to implement an EVV system for Medicaid-funded personal care services (PCS) and for home health care services (HHCS).

Texas Health and Human Services Commission (HHSC) has implemented the federal 21st Century Cures Act. For more information, refer to the 21st Century Cures Act page of the HHSC website.

Third Party System Integration

API Integration with the HHAeXchange Portal

Third-party software systems, such as payroll or electronic health record systems, can exchange data with the state provided EVV system using application programming interfaces (APIs). This allows program providers and financial management services agencies (FMSAs) to streamline operations and reduce manual data entry.

To get started, refer to the HHAeXchange Web Services API Guide (PDF) for detailed specifications.

Available APIs for Integration

You can integrate the following data types with the HHAeXchange system:

  • Service Provider – Create, update, search, and retrieve provider records
  • Member – Create, update, search, and retrieve member records
  • Schedule – Create, update, search, and retrieve schedules
  • Visit – Search and retrieve visit data
  • Authorization – Create and update authorizations

How to Begin

To start the integration process, submit a ticket through the HHAeXchange Client Support Portal. 

Resources

Maximizing API Integration Webinar – This recorded webinar helps providers and financial management services agencies make the most of their API integration with HHAeXchange.

Alternative Devices

EVV Alternative Device Reduction Schedule Beginning Sept. 1, 2025

To enhance program integrity, the Texas Health and Human Services Commission (HHSC) is reducing the use of alternative devices as an approved method to clock in and clock out for EVV required services. The phased reduction will begin Sept. 1, 2025, and end on Sept. 1, 2028.

For more information, refer to the HHSC EVV webpage.

Requesting Free Alternative Devices

Per TX EVV policy, program providers and Financial Management Services Agencies (FMSAs) who use the state provided EVV system, HHAeXchange, are allocated free alternative devices up to 7.5% of the program providers or FMSAs member census (rounded to the nearest whole number).

In order to request the free alternative devices, you must complete the HHAeXchange Provider Onboarding form first. Once you complete the onboarding form, you may request the free alternate devices by completing and submitting the Alternative Device Ordering Form.

Upon form completion, HHAeXchange will distribute alternative devices for 7.5% of the program providers or FMSAs member census. HHSC has supplied HHAeXchange with the census numbers that will be used for distribution. Census numbers will be reviewed quarterly to determine if additional free devices should be distributed. If a program provider or FMSA has a shortage, and has a request for Alternative Devices pending, then HHAX will fulfill the additional Alternative Device requests to maintain the 7.5% threshold. Orders will be processed and shipped within 5 business days.

If you need to request additional devices above the 7.5% threshold, HHSC is allowing the purchase of alternative devices for qualifying members at $12.00 (price includes shipping) each plus applicable sales tax. To purchase additional devices, please complete and submit the HHAeXchange Paid AD Order Form. If there is available inventory, HHAX will ship the ordered Alternative Device(s) in 5 business days. If there is not enough inventory, HHAeXchange will notify the program provider or FMSA that HHAX has placed a back order for them, and they can expect to receive their Alternative Devices as they become available.

By submitting the request for free or paid alternative devices, you attest that each alternative device ordered is for Medicaid members with no access to a landline or mobile device for EVV.

Replacement Devices

If you should need to replace a defective or malfunctioning device please follow the below steps:

  1. Contact customer support and submit a ticket through the Client Support Portal.
  2. Customer support will ask you to provide pictures of the malfunctioning or damaged devices.
  3. Customer support reviews photos for the damage or malfunction.
  4. Customer support will ask for updated shipping information and will add you to the FOB replacement file.
  5. HHAeXchange sends out weekly shipments and will send to the address provided.

Resources

Visit Maintenance Unlock Request (VMUR)

A Visit Maintenance Unlock Request, when approved, allows a program provider, FMSA, or CDS employer the opportunity to correct data element(s) on an EVV visit transaction(s) after the visit maintenance time frame has expired.

The program provider, FMSA, or CDS employer may request a payer unlock EVV visit transaction(s) for visit maintenance. If an FMSA submits the request on behalf of a CDS employer, the FMSA must make sure the CDS employer approves any corrections to time worked. If a CDS employer submits the request, the CDS employer must notify their FMSA in writing, such as via email.

For more information, refer to Section 9060 Visit Maintenance Unlock Request in the Texas EVV Policy Handbook.

How to Resolve Data Conversion Issues for VMUR

For issues related to data conversion or missing data, please follow the steps below:

  1. Go to the HHAeXchange Client Support Portal.
  2. Select Technical Customer Care.
  3. Provide detail about the issue and indicate the data that is missing (if any), then submit the ticket.

Please allow up to 3-5 business days after the ticket is submitted for the HHAX Client Support team to review the request.

After the request is reviewed, HHAX will contact the program provider or FMSA for additional information that is needed and attempt to import the data in question. This may include HHAX ad-hoc processing.

If the data cannot be imported or if no data was received under the program provider or FMSA’s National Provider Identifier (NPI), HHAeXchange will contact the program provider or FMSA and indicate next steps.

Resources

For further learning, refer to the resources below:

For questions, Please submit a ticket in the Client Support Portal or email [email protected].

Contacts & Resources

HHSC, Accenture and HHAeXchange will continue to provide updates, communications, and resources as they become available.

HHAeXchange

For questions or more information about HHAeXchange:

TMHP

HHSC

For general EVV questions or information: