Interactive Voice Response

DCH recognizes smartphones may not be accessible for all waiver participants and/or their aides or employees. To accommodate these situations, Netsmart offers an option for documenting visits using a landline phone. This option is known as interactive voice response (IVR). If the Netsmart Mobile Caregiver+ application cannot be used for one of the following reasons, the use of IVR can be requested:                                         

  • The waiver participant and/or aide do not have a smartphone or tablet that can be used and cannot obtain one; 
  • Documented medical reason where a cell phone application cannot be utilized within a specific vicinity of the waiver participant; and/or
  • The waiver participant and/or aide have a held religious belief related to the use of technology. 

 Common IVR FAQs:

  1. Can I add multiple IVR form requests onto one pdf document form for submission?
    • No, if there are multiple participants from one Agency, they must be submitted separately.
  2. Can a different landline phone number and address be used for participants other than what is indicated in GAMMIS?
    • No, the participant’s landline phone number and address must be the same as what is listed in GAMMIS.
  3. Can I submit my IVR request form in a Microsoft Word document?
    • No, all IVR requests forms must be submitted in PDF format.

Additional IVR questions can be emailed to DCH at [email protected]