Service Facilitator Newsletter

Welcome to the July Service Facilitator Newsletter. Here are the latest updates from Consumer Direct Care Network Virginia (CDVA).

CDVA’s Outreach Coordinator

Chrisón Fraser, is the Outreach Coordinator for CDVA. Chrisón, as the Outreach Coordinator, serves as the liaison between CDVA and Service Facilitator Agencies (SFA) and their Service Facilitators (SF).

In this role, Chrisón will:

  • Create your agency profile in the CDVA system.
  • Add and edit SF administrators.
  • Assist with SF web portal registration.
  • Assist with enrollment questions for your Participants and Attendants to ensure timely processing.
  • Follow up with our program office for continued support during an outstanding inquiry.

Moving forward please send all of your questions to Once your inquiry is received, Chrisón will respond to you within 24 business hours to confirm receipt of your request and provide a timeline for resolution.

For improved communication with SFs, we’ve begun:

  • Monthly virtual meetings with the CDVA Leadership and SF agencies.
  • Bi-weekly virtual meetings of topic instruction.

Fiscal Agent Request Form (FARF)

The FARF is used to communicate a change that will affect the Participant’s services. Service requests are:

  • Employer of Record (EOR) Change – Participant changing their EOR.
  • Fiscal Employer Agent (FEA) – Participant changing from one FEA to another.
  • Managed Care Organization (MCO) Change – Participant loss eligibility and eligibility has been again obtained.
  • New Consumer – Participant beginning their self-directed services.
  • SF Change – Participant changing to a new SF.

Ways to submit a FARF:

Electronic Visit Verification (EVV)

There are two EVV methods for submitting time – the CellTrak mobile app and Interactive Voice Response (IVR).

Attendant Rate Increase

Effective July 1, 2024, the Attendant hourly pay rate will increase 2%. Attendants will see this rate increase on their July 19, 2024 paystub.

Payroll IVR

Our Payroll IVR system is a self-serve option for EORs to access hours submitted and respite amounts. Attendants can also access pay amounts and hours submitted. EORs and Attendants can call in and follow the IVR prompts for any payroll related information.

We have direct phone numbers for Aetna, DMAS, and Sentara Health Plans:

  • Aetna 888-444-2418
  • DMAS 888-444-8182
  • Sentara Health Plans 888-444-2419

Users will need their seven-digit CDVA ID number and their PIN when they call. The default PIN is 1234. To change a PIN, EORS and Attendants can email or call CDVA.

DirectMyCare Web Portal Registration Update

All new users are registered automatically for the DirectMyCare web portal. They only need to complete the validation process. The registration process for Care Coordinators, Designated Representatives, and SFs has not changed. They will still need to complete regular registration. The official one-page instructions and new video are available on the CDVA website:

Here are the new steps for the web portal validation process:

  1. Go to, click Sign In, and then Forgot your Password.
  2. Enter the email address used on the enrollment packet. Click Send Verification Code. Once you receive the verification code, enter the code and click Verify.
  3. Enter and confirm a new password and click Continue.
  4. Enter the last four digits of your Social Security Number and click Continue to successfully log in.

The EOR 101 One-Pager

The EOR 101 one-pager is available under the Training Materials section of the CDVA website. This document provides an explanation of the EOR’s role and responsibilities.

Sick Leave

Sick time balances have rolled over to CDVA for Attendants who transitioned with Optima.

Update Agency Information

SFs must create a DirectMyCare web portal account to gain access to Clients associated under the agency. If there are any SFs who do not have access to the DirectMyCare web portal, please encourage them to register. The agency admin should advise CDVA of any SFs who should be associated with their agency.

Please be sure to update all agency information with CDVA including emails, addresses, phone numbers, and active SFs within your agency. You can email to update any information on file.

CDVA Website Announcements

Please regularly check out our Announcements section on the home page of our website for all upcoming or new announcements from CDVA.