Frequently Asked Questions about Individual ProviderOne


Q: What information is available regarding the IRS Notice 2014-7, Difficulty of Care Payments Excludable from Income?
Information about Medicaid Difficulty of Care Payments, Updated February 2020:

  • Individual Providers are eligible for the Difficulty of Care income exclusion if the Provider lives with the DSHS client in the same household. This means that the wages earned by an IP for providing personal care to a DSHS client whom they live with are excluded from the IP's income for income tax purposes.
  • In April 2020, the IPOne payment system will be able to exclude qualifying payments from your Federal Income Tax (FIT) calculation, and from wages reported on your 2020 W2.  All previous years, including your 2019 W2, will be reported at the full amount of wages paid for the year.  As an individual tax payer, you can claim this income exclusion on your personal tax return when you file. If you need assistance on how to do that, please contact a tax professional or the IRS.
  • The Difficulty of Care income exclusion applies only to personal care services (PCS) and relief care.  The income exclusion does not apply to payments made for respite care, skills acquisition training, travel time, required trainings, or paid time off. When you file your annual income tax return with the IRS, you will have to identify what payments are PCS or relief care and only exclude those amounts, using the information found on your year-end Earnings Statement.
  • PPL will begin accepting an enrollment form for Difficulty of Care in early 2020. Providers must enroll to receive this income exclusion and attest to your living arrangement with your client. If your living situation changes and you no longer live with your client, you must advise PPL promptly by submitting a new attestation. The enrollment and attestation form will be located on the PPL Washington IPOne website, at the Training tab.
  • More information about Difficulty of Care payments is available here
  • The IRS FAQs can be found at this link.  Question 11 on the IRS FAQs identifies what line on the 1040 to claim and make this adjustment

Q:  How can I find out more about the upcoming Consumer Directed Employer implementation?

Q: Where can I find more information about Overtime, Contract Actions, and Work Week Limits?

Q: Why did SSPS go away for Individual Providers?

  • IPOne is a modern payroll system designed to meet federal Medicaid & IRS requirements as well as SEIU CBA requirements for bi-monthly pay dates. SSPS was not able to meet current system and regulatory requirements.

Getting Help

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Q:  How will I get trained on the new timesheets?

  • All providers have been sent written training materials and a link to the online training materials.  In person training is available during the transition from the old payment system to IPOne.
  • Find Call Center information at

Q:  How will I get help when I need it?

  • The call center is available to assist you with questions about your timesheets and payment. They can also provide a list of in-person trainings available in your area.  The call center is open Monday through Friday from 7 am to 7 pm, and Saturday 8 am to 1 pm (Pacific).
  • Find Call Center information at
  • All call center staff speak more than one language.  If the caller speaks a language other than those spoken by call center staff, the call center will use a telephone interpreter service.
  • Training information is available online at the PPL Training Website

Q: How will IPs who speak languages other than English be assisted by the call center? 

  • There are 12 languages that have their own toll free number. 
  • Call center staff will also use a telecommunications (TTY) relay service to converse with those who are hearing impaired.
  • Find Call Center information at

Claiming Hours

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Q:  I care for my son/daughter/client 24 hours each day.  How can I decide what to claim for each day?

  • Use the timesheets to record and claim the authorized, department-paid hours you work each day.
  • If you have questions about scheduling department-paid hours, please contact your client's assigned case manager.

Q:  Not everyone has a computer or smart phone. What are these providers to do? 

  • Providers may also submit paper timesheets by mail, or by fax. To ensure timely payment, paper timesheets must be received by the deadline, and be complete and correct. Deadlines for mailed timesheets are the 3rd and 18th of each month. Deadlines for faxed timesheets are the 1st and 16th.
  • Electronic timesheets will be the fastest and best way to immediately correct most errors and receive timely payment.  Information is not stored on the device so using a shared computer or friend/family phone or computer may be an option.

Q: Do IPs still need to keep the paper timesheets?

  • No, not for DSHS purposes. The timesheets are all stored electronically for auditing purposes and clients will no longer need to sign timesheets.  IPs may choose to keep a copy for their own record keeping purposes however, it is not required.