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:

If you and your client live together, you are eligible for the Difficulty of Care income exclusion outlined in IRS Notice 2014-7.   This means that the wages that you earn for providing personal care to the client you live with may be excluded from your income for income tax purposes. 

The IPOne payment system is not yet able to exclude the qualified payments from being reported on your W2.  Your 2016 W2s issued by both IPOne and the previous payment system, SSPS, 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 exclusion applies only to personal care services (PCS) and relief care.  The exclusion does not apply to payments made for respite care, skills acquisition training, travel time, required trainings, or paid time off. You will have to identify what payments are PCS or relief care and only exclude those amounts, using the information found on your end of year Earnings Statement.

More information 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: 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 is an aging payroll system not able to meet current requirements, including paying overtime.

Q: What can be expected due to the Home Care Rule (overtime) Decision?

  • Please see the Overtime tab for the most current information about overtime.

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.