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FREQUENTLY ASKED QUESTIONS • How do I get paid? o Your payment will be electronically transmitted to your bank account every two weeks. Electronic funds transfer is very accurate and timely when compared to mailing checks.

• When can I expect to receive my reimbursement? o Funds are transferred every two weeks on Thursdays to the bank account you registered with the payment vendor. Reimbursements are made nineteen (19) days after the last day of a two-week service period.

• What if I have a question about my payment? o Please contact your Policy Consultant with any questions related to payments. • What if I have a question about my provider portal account? o Please call the SPARK Help Desk at 800-299-1627.

• How do I change my direct deposit account? o If you need to update your bank account information, you can update it by using the associate a new bank account button in the provider portal.

• How do I know if the child I am serving is eligible? o Children will be issued a voucher when they are eligible to start receiving services. Providers can see all children assigned to their program under the “My Vouchers” section on the provider portal. Providing care without an authorized voucher is at your own risk.

• What happens at reauthorization? o Reauthorization packets are sent to Applicants thirty (30) days prior to their subsidy end date. Families have to submit all of the required documents in order to continue their vouchers. If a family fails to reauthorize before the end of their subsidy period, their case will be terminated, which can be viewed on your provider portal account. You can help enrolled families by keeping track of their subsidy end date and sending out reminders to reauthorize.

• The family is not making their copayment. Who is responsible? o It is the program’s responsibility to collect the copayment as specified on the child’s voucher. If the program is having problems collecting copayment form a specific family, contact the local eligibility office within thirty (30) days from the first missed payment. The eligibility office can determine if the family is still in compliance with voucher policies.

• If a family is not paying the overage charge, can the local eligibility office require the family to pay the charge? o An overage is the portion of your charges which exceed the maximum allowable reimbursement. It is the program’s responsibility to address the payment arrangements needed to cover these charges with the family.

• What happens if I increase my charges before the voucher end date? o Vouchers pay the maximum county reimbursement. If a program increases their rates, over the maximum reimbursement rate, the voucher will not change. Families just need to be informed that their overage will be increasing.