November 2024 Edition

Learning Corner

Dive into training and tips to enhance your understanding and skills as an EOR!

All About Direct Care Innovations (DCI) Portal

The DCI Portal is an online platform used by Acumen and EORs to streamline the management of SDS services and staff. It includes features for tracking spending, storing and accessing necessary forms and records, and tracking staff.

Benefits of Using DCI With Acumen

• Increased Control: EORs have more say in how their services are delivered.
• Efficiency: The DCI Portal simplifies administrative tasks, making it easier to manage SDS.
• Support: Acumen provides robust support to ensure EORs and staff can navigate the self-direction process smoothly.

Top 5 Things to Access in DCI

1. Vendor Payments
   Wondering if your vendor has been paid? You can easily check the status of vendor payments in the DCI Portal. Click here to download instructions!
2. Authorizations
   Need to know if Acumen has received authorization for a service or staff? The DCI Portal lets you verify authorizations quickly. Click here to download instructions!
   
3. Staff Clocking in and out
   Keep track of your staff’s clock-in and clock-out times to ensure accurate timekeeping and payroll. Click here to download instructions!
   
4. Historical Entries for HTS
   You can create, view, approve, or reject historical entries for HTS staff directly in the Portal. Click here to download instructions!
   
5. Notifications and Messages
   Want to view your statements or help your employees access their paystubs (especially if they sign up for electronic W-2s)? The Notifications/Messages section has you covered. Click here to download instructions!
   

Where to Go for Help

If you need assistance, log into your DCI account and click the Help button in the top right corner of the toolbar. This will link you to more resources, including training pages and guides.

Log into your DCI account here!

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SDS Spotlight

Stay informed about the latest developments and changes in Self-Directed Services.

Friendly Reminders

Rate Change Requests

• Due to a high volume of requests, Acumen needs 30 days to process pay rate changes for HTS staff.
• If your staff can’t log in at their new rate on the start date, check DCI to see if Acumen has received your authorization.
• If the authorization isn’t there, please contact your Case Manager (CM).

New Vendor Payment Process (Started October 1st)

• Please send new vendor contact information to the SDS team at DDS.SDS@okdhs.org, not your Acumen Agent.
• The SDS team will onboard the new vendor.
• Sending information to the wrong address may cause delays.
• For any vendor payment requests or issues, contact vendor-ok@acumen2.net

Stay Up-to-Date

Be the first to hear about upcoming events and opportunities.

Exciting News!

This December, Acumen will be hosting an educational webinar all about the DCI Portal. It’s a great opportunity to learn more about how to navigate and utilize the Portal effectively. Stay tuned for more details coming soon to EORs by email!

Community Connect

Let's foster peer connections and build a supportive network by sharing success stories in our community!

We are pleased to introduce Brett Terry, the Associate Executive Director at Acumen. During his three years with Acumen, he has moved up from Agent to Supervisor to Associate Executive Director. Brett plays a crucial role in managing Agent teams and providing direct support for all training and escalation needs. His dedication ensures that Acumen’s services run smoothly and effectively. Below, Brett has shared some helpful information based on his expertise and role with Acumen.  

1. What can the customer service line at Acumen help an EOR with?

Our customer service team is here to help you with a variety of needs. They can assist with:

• Log-in issues and navigating the DCI mobile app.
• Checking the number of available units on an authorization.
• Verifying if an employee has current CPR/First Aid certification.
• Resolving clock-in/clock-out issues.
• Providing the name of the Agent assigned to your case.
• Giving updates on enrollment status and what’s needed to complete it.

We encourage EORs and HTS staff to reach out to customer service first, as they are available 24/7, unlike your Acumen Agent, who is only available during regular work hours. 

The customer service line number for Acumen in Oklahoma is 877-594-0966.

2. How long should I expect to wait for a response from my Acumen Agent if the customer service line is unable to assist?

Typically, our Agents respond to calls or emails within 2 business days. We are working hard to keep up and are in the process of hiring more Agents to better serve you.

3. Where can I find blank vendor payment forms or pay rate forms?

You can find these forms on our website at acumenfiscalagent.com. Click on “State of Oklahoma” and select the DDS waiver the individual is assigned to (IHSW or Community Waiver). There, you’ll find various forms, including vendor payment request forms, Rate of Pay sheets, change of information forms, W9s, pay schedules, and more. Make sure to select the forms under DDS waiver type, not CDPASS, as they are different.

Building Together

You asked, we answered! Here you will find responses to your most commonly asked questions and helpful information to streamline the EOR process.

Q: How do I hire new HTS staff and how long does it usually take?

A: If you’re looking to hire new HTS staff and you’re currently vendor-only, the first step is to reach out to your Case Manager (CM). Ask them to send a new SDS referral form to Acumen. Make sure you’ve already chosen the person you want to hire before the CM submits the form. You’ll also need to decide if you want to use the SDS budget to pay for CPR/First Aid training and request that your CM add a background check to the plan.

If you’re already approved as an Employer of Record (EOR) who can supervise staff and you want to add a new HTS, email your Acumen Agent and copy your CM. Provide the full name and email address of the new HTS, and if you plan to pay them a different rate than what’s already approved, include a new rate of pay form. This process involves several steps and typically takes about 30 days to complete.

Q: What should I do if my HTS staff can’t clock in?

A: If your HTS staff can’t clock in, start by checking DCI to confirm there’s an active authorization with available units. If there is not, you’ll need to contact your CM to request additional units or check the status of the HTS request. Also, check if the HTS’s CPR/First Aid certification has expired. If it has, they won’t be able to clock in until the certification is updated and you’ve sent the new CPR/First Aid card to your Acumen agent. If you still can’t identify the issue after checking DCI, call the customer service line for assistance.

Q: Where can I find helpful information once I log into DCI?

A: If you’re able to log into DCI but aren’t sure how to find information, there’s a Help button in the top right corner. Click on it, select Oklahoma, and you’ll see a full list of training materials and videos. These resources include guides on using the mobile app, running reports, completing paperwork, checking employee time, and approving it. Additionally, once you’re logged into DCI, you can select Menu and Messages to find any current information and updates on new processes sent out by Acumen.

Do you have more questions about Self-Directed Services?

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