Virginia Ryan White Part B

1. How do I connect to Provide^® and obtain a user ID?

   • Instructions for downloading and installing Provide^® Enterprise Software are found here, for non-VDH users, and here for VDH users.
   • The user's supervisor should complete the VA Provide^® User Request Form to request a Provide^® user account.
   • Instructions with the user ID and password will be emailed to the user once their account is approved by VDH administrators.

2. What happens if someone does not log in to the system for an extended period of time?

   • The system will lock a user’s account if they have not logged in within 30 days. The user's supervisor must submit a VA Provide^® User Request Form to reactivate the account.
   • If a Provide^® user is on leave for 30 days or more, their account needs to be disabled. This action prevents unauthorized access while the user is out on leave and follows VDH's IT security policy. To disable a user account, their supervisor should submit the VA Provide^® User Request Form and select "Disable User" as the User Request Type

3. Will an incorrect entry of my username & password lock me out of the system?

   • Yes, three (3) incorrect login attempts will lock your account in the system.
   • To restore access/reset password, fill out the VA Provide^® User Request Form selecting "Password Reset/Reactivate Account" as the request type. 

4. How do I reset my password?

   • If you have set up your security questions in Provide^®, then you can reset your password in the system on your own.
   • If you have not set up security questions, then you will need to fill out the VA Provide^® User Request Form selecting "Password Reset/Reactivate Account" as the request type. 

5. Do non-contracted agencies (subrecipients) get access to Provide^®?

   • Currently, only agencies (subrecipients) contracted by HIV care and prevention programs through VDH that provide direct services to clients will need access to the Provide^® System. Access to Provide^® allows agencies to record, manage, and report required client-level data to VDH. 

Is the eligibility assessment for Ryan White HIV/AIDS Part B (RWHAP B) or only for ADAP/Medication services?

• The client eligibility assessment is for all RWHAP B services, including medication access services through VA MAP.

How can I see if medication access has been approved once an assessment has been completed?

• Step 1: Locate the client in Provide^® and open their record.
• Step 2: Click on the ADAP tab and go to the Medication Assistance Enrollment Records. The most recent record will show the Date Effective and Status (i.e., Enrolled, Terminated).  Date End (if present) is the date the client was removed from medication assistance.
• The Benefit Level indicates what program the client is in:
  • 10000 - VA Uninsured (Direct MAP)
  • 10902 - VA MPD01 (Medicare/MPAP)
  • 10072 - VA ACAIC (ACA/HIMAP)
  • 10002 - VA PI (employer coverage/ICAP)
• If VDH pays for the client’s premium, there is a second section called Premium Assistance Enrollment Records and the status should indicate enrolled. You can double click the line that says “Enrolled” (highlighted in blue) for more details (when enrolled, name of plan, premium amount, tax credit amount, etc.)

How can I see or verify the client’s eligibility end date?

• Step 1: Locate the client in Provide^® and open their record.
• Step 2: Click on the Eligibility tab and the second box will show the Eligibility Expiration end date.

How do I complete an update for a client any time during their 24-month eligibility period?

• Step 1: Pull up the client in Provide^®. Go to the tab where you need to update info (Address, Finances (Income), Health Benefits (Insurance). Once on the needed tab, click “edit” and it will pull up an update box on the tab.
• Step 2: Click the “update” box and enter the updated information. Be sure to include a scanned document showing updated information.
• Step 3: Click “submit” at the top of the screen. To see or verify the updated information, click the refresh button. Some changes take up to 24 hours to be reflected in the system.

What frequency should I use when entering the income (e.g., annually, monthly, weekly, etc.)?

• The income should be reflective of the client’s pay frequency (annually, monthly, bi-weekly, etc.). The Provide^® system has a built in Wage Calculator that must be used when submitting employment income information. 
• Clicking on the “Wage Income Calculator” button will open the dialog screen below:
   
• Fill in the appropriate fields:
  • Number of Current Jobs – Enter the number of current jobs for the household. For each job, a series of additional fields will appear that vary based on how you will estimate the current monthly pay from each (a series of pay stubs, or other income documentation based on the listing of acceptable documentation).
  • Other Monthly Wage Income – Enter any other monthly wages.
  • Self Employed – Enter estimated monthly self-employed income. The total household monthly wage income will be calculated.
• When completed, click on “Ok” to return to the income page. The computed total monthly household Wage Income will then be auto populated on the Income tab. 

Should we enter in zeros (000-00-0000) for anyone that does not have a social security number (SSN)?

• No, only enter the SSN if the client has one. If they do not have an SSN, leave this field blank.
• If multiple clients have all zeros listed as their SSN, the system thinks it is a duplicate client.

I submitted an assessment for a client, but the system said it was being processed as an update and the Eligibility End Date would not be changed. Why is that?

• If an Eligibility Assessment is created on a currently Ryan White Part B eligible client more than 30 days prior to the client’s scheduled eligibility end date, the Eligibility Assessment will be flagged as an “Interim” Assessment. This means that when processed, the Eligibility Assessment will change the client's eligibility information (address, income, insurance) but will NOT change the client's Eligibility Expiration Date.

There have been changes to a client’s income, address, or insurance status. I have submitted those as updates. Should I also complete a new assessment for those changes?

• If the client has any updates to eligibility criteria and are due for an assessment, within 30 calendar days, the change(s) should be submitted in an Eligibility Assessment.
• If the client has any updates to eligibility criteria and are not due for an assessment, you should submit the change(s) as updates.
• If you submit both the updates and a new Eligibility Assessment, it will cause a delay as the Provide^® system requires any updates to be processed before it will allow completion/processing of an assessment.

What is the definition of Unified Eligibility?

• The process to assess people eligible for all Ryan White HIV/AIDS Part B (RWHAP B) services including Virginia Medication Assistance Program (VA MAP) through one assessment/application according to the established VA RWHAP B requirements which includes client access reviews (CARs) in the time frame established by VDH.

What are the benefits of Unified Eligibility?

• This policy reduces burden on the clients, the subrecipients, and VDH. Prior to Unified Eligibility, separate eligibility was conducted for RWHAP B services and VA MAP services, which caused many clients to complete assessments up to four times a year.
• Eligibility assessments are conducted by a contracted RWHAP B agency for eligible clients to access all RWHAP B services, including VA MAP. The VA MAP team reviews assessments for clients requesting medication assistance to determine the appropriate VA MAP service option for the client to access their medication.

What is the time frame for Eligibility determination for RWHAP B?

• Subrecipients will conduct full eligibility assessments every 24 months.
• Subrecipients should conduct client access reviews (CARs) on a periodic basis, determined by the agency but at least once each year, to identify any potential changes that may affect eligibility, and report these changes and any supportive documentation in the Provide^® data system. 

Are there any changes to the VA RWHAP B Eligibility criteria?

• No, clients must still meet the following criteria:
  • HIV positive status 
    • Required only once at intake and upload to Provide^® for clients’ initial assessment. Not required for returning RWHAP B clients during reassessment.  
  • Virginia residency
    • Documentation must include client's full legal name. 
  • Household income equal to or below 500% of the Federal Poverty Level
    • The client must provide documentation on each source of income reported.
    • The information in the documents uploaded must match data entered in Provide^® for the calculation of income based on gross income. 
  • Proof of insurance coverage
    • Must provide health insurance information to help determine eligibility and payor of last resort. This includes documentation for client’s participation in medical trials for HIV treatment/management. 
    • Having other coverage does not always prevent a client from getting services if the coverage does not pay for the requested service(s). Please note acceptable supporting documentation listed here. 
• Any changes to the VA RWHAP B Eligibility criteria will be posted on the website and shared through VDH communications. 

What are Client Access Review (CARs)?

• A periodic check of enrolled RWHAP B clients to identify any potential changes that may affect eligibility. Ideally, CARs can be completed when you have any contact with the clients for service planning, service delivery, phone calls or visits conducted by outreach staff, etc.
• Any changes found during the CAR must be reported into Provide^® within 2 days.
• CARs are required for both case managed and non-case managed clients.  

What is the difference between case managed clients and not case managed clients?

• Case Managed - Refers to clients assigned to a RWHAP B Medical Case Manager (MCM) or Non-Medical Case Manager (NMCM) to assist with access to services and maintenance of care.
• Not Case Managed - Refers to clients not currently assigned to any RWHAP B case manager through MCM or NMCM to access RWHAP B services. This client might only receive VA MAP services or decline to receive case management support.

How to use Psychosocial Supports for client assessments.

• For clients that are not assigned to a case manager to access VA RWHAP B services (as explained above), subrecipients will assist the client in completing the eligibility assessment and record the service as a Psychosocial Support service.  Appointments for these can and should be virtual as much as possible.

How does Unified Eligibility apply to other Virginia Ryan White Cross-Part funded agencies?

• VA RWHAP B contracts with many agencies that receive other Ryan White cross-part funding including Parts A, C, and D. These agencies can conduct unified eligibility assessments on behalf of their clients.
• If an agency provides services from Parts A, C, and/or D and does not contract with Virginia RWHAP B, then the agency will be able to refer clients to a RWHAP B agency to access any Part B services, including ADAP coordinated by the VA MAP.
• Clients can also contact any contracted RWHAP B agency of their choice to complete their eligibility assessment for Part B services. The VA RWHAP B program will maintain a list of RWHAP B agencies that conduct these assessments and share it with stakeholders across the state. The program will share a list directly with the administrative agents and the government co-chairs of each RWHAP A Planning Council, as well as with program staff for RWHAP C agencies that do not receive RWHAP B funding. At this time, agencies solely funded by a RWHAP part that is not Part B will not have access to Provide Enterprise^® for Virginia.

How do I know what agencies are conducting VA RWHAP B Unified Eligibility Assessments?

• To access a list of these contracted agencies please click here for the VDH Resource Connection website.

How can an agency see clients that are also served at another agency?

• Search for the client in the system first.
• If the client is not found, you need to register the client.
• Once you register the client and you click to process the registration, you will get a message that says that while the client exists, your agency does not have permission to view the client.
• There is an option to request access to the client and then the request comes to VDH for approval.
• Once VDH approves the request, your agency will be able to view the client in Provide^®.

Can agencies that use proprietary software have 3rd party companies submit their RWHAP B services and client data in Provide^®?

• If agencies are using CAREWare (which is free from HRSA), they will be able to export their RWHAP data into Provide^®. Virginia's Insurance Benefits Manager (Benalytics) and Pharmacy Benefits Manager (PBM) can export data into Provide^®. No other proprietary software will have the ability to import in or export data from Provide^® for Virginia.

When I go to enter a transportation unit for a gas card, the system automatically calculates the units based on unit cost. For example, if we provide a $20 fuel card for a return trip, it only calculates one unit (instead of two).

• When entering cost, make the cost match the units. So, in this example, if you give one card for 2 units, make the unit cost $10.