Information for Direct Care Employees

If you are not receiving services from Acumen and have general questions, please contact our Customer Services Department. You can either call our general toll-free customer service line at (877) 211-3738 or click on the interactive map to find the toll-free phone and fax number designated for your state/program. Our main office hours of operation are 5:00 a.m. to 5:00 p.m. MST. If you call before or after regular business hours, your call will be returned within one business day. You can also email with a question through our contact us form.

If you are in the process of enrolling or are active as a consumer of Acumen services, please contact your assigned Acumen agent. Phone numbers for local offices and their hours of business will be located at the bottom of the Acumen state specific page.

If your employee is not going to be paid or will be shorted pay, the employer will be contacted via email or telephone prior to the check date but after processing has closed. Please refer to the program-specific schedule for pay periods, due dates, and check dates.

Below are some examples including but not limited to why Acumen was unable to process time submitted. Not all of these may apply to your specific program.

• Employer/employee/participant may not be active
• Insufficient dollars or units in a budget/allotment
• Duplicated hours
• Overlapping hours
• Exceeding weekly hours
• Exceeding max hours per day
• Exceeding monthly hours
• CPR/first aid or other certifications have expired
• Lack of cost share payment

There are a few issues in which Acumen will make a best attempt to reach the employer for clarification and/or corrections during the payroll processing:

• Missing or incorrect AM/PM
• Missing or incorrect dates
• Missing signatures and/or signature dates
• Illegible time sheets
• Missing service codes

Please note that Acumen strictly adheres to the pay schedules, and an employee may not be paid in the regular payroll if his or her time sheet or web time is submitted after the due date. These instances will result in the employee being paid in the next regularly scheduled payroll, and no phone call will be made.

You must fill out and submit a direct deposit form and a blank, voided check. You have four options for obtaining forms:

• Visit your state-specific page on our website. Select your state from the interactive map or from the list of states. Scroll down to the program that you are a participant in and select what type of form you are looking for.
• You can email enrollment@acumen2.net and request forms.
• You can email or contact your local agent and request forms.
• You may call Acumen at (877) 211-3738 and request forms.

The following are reasons why an employee is inactive:

• We received termination paperwork from the employer.
• We have not received all the forms, or we have received the forms, but they are not accurate and/or completely filled out, making them ineligible to provide services.
• The employee’s certification has lapsed, and Acumen Fiscal Agent has not received updated information. When this occurs the account that connects the employee to the service is automatically inactivated. The enrollment team will activate the account once the updated certification has been submitted.

It depends on how long it takes for the employer or employee to submit all the employee enrollment forms. The forms must be accurately and completely filled out. Once we receive a form, it will be processed within two business days.

We need to have received the following:

• All necessary participant, employer, and employee enrollment forms that are completed correctly.
• The participant’s budget/allotment/authorization showing funding amounts for approved services. Budgets/allotments/authorizations are generally provided to Acumen by the support coordinator/case manager or pulled directly from the state funding website.
• Each program may have specific enrollment requirements. Time may vary depending on other agency’s task completion outside of Acumen’s control.