Customer Support Questions

Below you’ll find answers to our most frequently asked questions specific to customer support.

For definitions to common terms mentioned, please review our frequently asked questions glossary.

Clients can contact CDWA to ask about available IPs. Clients can also use Carina to look for IPs.

In a consumer-directed program, the Client, as the managing employer, is responsible to maintain a caregiver backup plan for when a substitute IP is needed. CDWA works with both Clients and IPs to access Carina, the caregiver job board, and supports Clients looking for additional caregivers. Clients may also use a home care agency to find temporary caregiving services.

CDWA understands that not all people are comfortable with and/or have access to technology. We offer ways to submit time or get help that do not require a computer, Internet, or smart phone. IPs who cannot access the EVV application and/or the DirectMyCare web portal receive training on how to submit hours and tasks by telephone using interactive voice response (IVR).

CDWA employs bilingual or multilingual Service Coordinators to support IPs and Clients. Currently CDWA employs Service Coordinators who speak English, Khmer, Korean, Lao, Mandarin, Russian, Somali, Spanish, and Vietnamese. CDWA uses an external interpreter vendor in the event we do not have staff support for a specific language.