Frequently Asked Questions

Waiver Support Coordinators

Access

Q: As an agency owner, should I use the WSC/CDC role or servic e provider role for case notes?
A: As the agency owner, you have the Service Provider role which will allow you access to the Provider Record.  In order to document your WSC case notes (progress notes) on the consumer’s record, you will need to use the WSC/CDC role.

Q: Can multiple employees have the same access to iConnect?
A: All Waiver Support Coordinators will have access to the WSC/CDC role within iConnect.  Agency owners determine the types of information their employees (Waiver Support Coordinators and Administrative staff) can access, as well as their roles within iConnect.

Q: Can providers request multiple logins for different management staff?
A: Each iConnect user has an individual login.

Q: Do employees have different usernames and passwords?
A: Each iConnect user has an individual login.

Q: Can Waiver Support Coordinators (WSCs) complete all their required tasks without using iConnect?
A: WSCs will be using direct entry into iConnect for all major functions such as support plans, planned services, cost plans, etc.

Authorizations

Q: In case of emergency, how do we authorize an increase for a specific month or week?
A: If services need to be adjusted to meet the individual’s health and safety needs, providers will contact the Waiver Support Coordinator, who will work with the region to make the necessary adjustments.

Q: Can we print all authorizations at once, or do they need to be printed individually by client?
A: Waiver Support Coordinators can print all authorizations using the APD Reports Service . Providers have access to their authorizations in iConnect. 

Communications

Q: Are Waiver Support Coordinators able to email providers through iConnect?
A: Currently, users are not able to email through iConnect. However, WSCs and providers can communicate within a consumer's record via the Notes tab and by adding one another as note recipients.

Q: Will the Waiver Support Coordinators receive alerts when a request is sent?
A: WSCs, like providers, should regularly check their “My Dashboard” section in iConnect for new notes and ticklers.

Cost Plans

Q: Can a Waiver Support Coordinator transfer funds from one sibling to another or from individuals with unused funds within their caseload to avoid requesting additional funds from the State of Florida?
A: Individual budgets are allocated to specific individuals enrolled on the iBudget waiver and cannot be shared with other iBudget enrollees.

Data Integrity

Q: Who is responsible for keeping the consumer record accurate?
A: Waiver Support Coordinators are responsible for verifying the accuracy of information in the individual consumer record for those enrolled in the iBudget Waiver. For individuals determined eligible for services but not yet enrolled in the iBudget Waiver, APD staff maintain the information within those records.

Q: How does APD safeguard against system failures? Is there a backup?
A: iConnect has an industry standard backup and recovery plan in place to prevent any data loss or business interruption.

Medications

Q: Is Electronic Medication Administration Record (eMAR) information included in iConnect?
A: eMAR functionality is not currently available in iConnect.

Q: Does the medications tab show the date a medication was updated?
A: All screens in iConnect include a history viewer, allowing users to see when the record was last updated, by whom, and what was changed.

System Requirements

Q: Is iConnect available for Mac OS?
A: At this time, iConnect is not compatible with other operating systems.

Providers

Access

Q: Do providers determine who has access at their agency?
A: Each iConnect user has their own login. Agency owners determine the level of access their workers have.

Q: How does a provider grant a manager the Service Provider role?
A: Agency owners request staff access directly through their ID PASS account. When requesting access, they determine which roles to assign to each staff member.

Q: Can Direct Support staff see rates?
A: Yes, rates appear on the Provider Documentation screen. Rates are also public information and are available on the APD website .

Q: Do passwords need to be changed?
A: Yes, passwords expire periodically. The APD Direct user management portal notifies users when their password is about to expire and needs to be changed. Mobile Authenticator app users also receive automated notifications on their mobile device when a password is nearing expiration.

Q: If a provider does not complete ID PASS within five days, can the prompt email be resent?
A: Agency owners who do not click on their original email to complete identity proofing within five days must submit a help desk ticket to request a new registration link. Once agency owners complete the ID PASS process for their workers, they must ensure employees click on the email promptly. If the link expires, the agency owner can resend it to the provider.   

Q: Can multiple devices be registered for secondary authentication?
A: Yes. Devices registered for multifactor authentication follow the user account.   For example: If Bob has two devices, he can enroll them both to use for secondary authentication with his user account, but he cannot register one of his devices to use with another person's user account.

Q: Can secondary authentication be on the same device as the one used for the mobile app?
A: Secondary authentication is set up by the user when they complete their identity proofing. Any device that is to be used for secondary authentication must be enrolled in the User Management Portal.

Q: How many users can providers have?
A: There is no limit on the number of users providers can have within iConnect.

Q: What are my devices’ minimum requirements to use iConnect?
A: For helpful information regarding minimum requirements needed for computers, laptops, tablets, or smartphones when using the iConnect system, please click this link:  iConnect Minimum System Requirements.

Authorizations

Q: How do providers get notified when authorizations are adjusted to meet an individual’s changing needs?
A: To receive ticklers for issued, changed, or terminated authorizations in iConnect, providers must assign the Biller/Billing Agent position to themselves or another worker with the Service Provider role. However, system automation should not replace existing communication methods such as phone calls or emails between providers and Waiver Support Coordinators.

Disaster Plan

Q: How should the Disaster Plan be added within iConnect?
A: The Waiver Support Coordinator must include a copy of the client’s signed Personal Disaster Plan to iConnect as an attachment to a note using the Note Type = Personal Disaster Plan.  Please see the following job aid for details: Personal Disaster Plan Notes.pdf

Electronic Visit Verification

Q: What is the time frame for uploading/syncing EVV mobile activities to iConnect?
A: The best practice is to sync/upload as soon as possible due to the limitations of the device being utilized. Limitations that may pose issues with the retention of EVV Mobile activities include:

• Limited device storage, which may pose challenges with data retention prior to upload.
• Accidental deletion of the EVV activity prior to upload.

External Provider Interface (EPI)

Q: Does iConnect interface with external (third-party vendor) EHR systems?
A: Yes, iConnect can interface with external EHR systems. Providers may need to modify their existing systems to ensure they can export data in a format compatible with iConnect.

Q:  Can an XML file contain more than one note when sent over?
A: Yes, the XML file can include as many records as the EHR system is set to send.

Q: Do providers need to develop their own interface if direct entry into iConnect is not practical?
A: APD provides all the technical specifications needed to use this option, but providers must have the technical capability to meet these requirements. IT teams should assess the cost-benefit of this approach internally. This structured solution allows data files to populate in iConnect, which may be more efficient for organizations with a high volume of work. See our EPI page  for more details.

Q: Can an SFTP upload be voided and resent?
A: No, once an upload is sent, it is in iConnect. However, APD users with a supervisory role can delete an activity report.

HIPAA

Q: Do emergency agencies such as police or medical responders have access to iConnect?
A: No, APD must comply with HIPAA, and external agencies do not have access to iConnect.

Q: How is sensitive or confidential information protected from all providers authorized for the same consumer?
A: iConnect uses role-based security, ensuring that certain information is only accessible to designated users.

APD Staff

Intermediate Care Facilities

Q: Are individuals living in Intermediate Care Facilities included in iConnect?
A: Yes, individuals currently residing in an Intermediate Care Facility who are APD consumers are already in iConnect.