Information for Current PASSPORT and Assisted Living Providers

This section contains important information for providers currently contracted for PASSPORT services with Council on Aging.

Provider/COA Relations

In addition to serving COA clients, COA and its contracted providers work together on community initiatives designed to enhance the lives of older adults. These include emergency preparedness, advocacy, and projects related to health, wellness, safety, and transportation.


If you are an existing Community-Based Long-Term Care Provider (PASSPORT or Assisted Living Waiver) operating outside of our five-county area and you wish to expand into our area, you must contact the Provider Services Department at

Provider Changes

Current providers experiencing a major change in the agency’s information should immediately notify COA’s Chief Executive Officer in writing. Major changes would include, but are not limited to:

  • Agency name change
  • Change in federal tax ID number
  • Change in ownership
  • Change in legal structure
  • Purchase by another entity
  • A request to discontinue providing any service
  • And/or a request to discontinue providing services in a specific geographic area

Provider Resources

The Council on Aging logos shown below are available for our contracted providers to use on their websites or print materials. Click on the preferred format (GIF or JPG) for one of the logos below. When the logo opens in a new window, right click on the image and select “Save As.”

COA 2020 black logo

COA 2020 4 Color Logo

Electronic Visit Verification (EVV) guidance for PASSPORT certified providers

The Division for Community Living has created a guidance document to aid providers in all the stages of Electronic Visit Verification (EVV). It provides answers to frequently asked question, visual aids, and contact information. The guidance document can be found here.

In addition, The Ohio Department of Medicaid (ODM) is excited to announce a new Zendesk Ticket Portal for the EVV program. Providers, alternate vendors and any other users who communicate with Sandata and the ODM EVV team will use the new portal. 

The Zendesk Ticket Portal provides a single location for users to view current and past tickets submitted to the EVV Provider Hotline. Additionally, all questions and emails sent to ODM will go to the Zendesk portal; this means a user can review all their inquiries in one location. Users will now use the new portal to submit a new ticket or inquiry to Sandata and ODM. All Ohio EVV program users, including Alternate EVV system vendors, have access to the Zendesk Ticket Portal. Google Chrome is the preferred browser when accessing the ticket portal.

Users can begin to use the new Zendesk email ( for any questions relating to EVV.

In addition to addressing inquiries, the Zendesk portal links to the Sandata EVV Knowledge Center where users can find valuable information, such as:

  • Getting Started Tips
  • Product User Guides
  • Training Videos
  • Quick Reference Guides
  • Release Notes

For directions on logging into the portal and how to use, click below:

How To Log On To The Zendesk Ticket Portal
How To Use The Zendesk Ticket Portal

 The Ohio Department of Medicaid (ODM) continues to offer providers the opportunity for more personalized Electronic Visit Verification (EVV) system training and an EVV account review. This is a great opportunity for providers to work one-on-one with a Sandata EVV representative to review how to use EVV, or how to improve on issues related to EVV claims matching. Providers who have completed a one on one session have let ODM know they feel more confident in maintaining their visits. If you would like to work with an EVV Sandata representative in a one-on-one call, please visit the calendar of available dates and times to sign up, here: Chrome is the preferred browser when accessing the calendar.

Upcoming EVV Data Entry Webinars

The Ohio Department of Medicaid (ODM) and Sandata Technologies are hosting two upcoming Electronic Visit Verification (EVV) webinars in August 2021. The webinars focus on Sandata EVV data entry. The intended audience are agency providers, non-agency providers and direct care workers who use the Sandata EVV visit capture solution.
The webinar is not intended to discuss data entry for agency providers who use an alternate system – please contact the alternate vendor for details on their data entry procedures.
Please use the links below to register. After registering, you will receive a confirmation email. If you are unable to attend a live webinar, a recording and webinar slides will be posted to the Webinar tab on the ODM website after the last scheduled webinar. 

Description Date/Time Link to Register
Sandata EVV Data
Entry Review
Thursday, August 26 from
9:30am-11:00am EDT
Sandata EVV Data
Entry Review
Tuesday, August 31 from
1:30pm-3:00pm EDT

The EVV team’s goal is to provide valuable and useful information to providers during webinars. Please do not hesitate to reach out to ODM and share which topics you would like to learn more about for future webinars. Please send topic suggestions to   

Rules and Service Specifications for PASSPORT and Assisted Living

Conditions of Participation

PASSPORT and Assisted Living (effective July 1, 2016)

Database Review and Criminal Records Check

For PASSPORT Background Checks, click here.

PASSPORT Code of Ethics 

Service Specifications