Family PACT

What You Need to Know:

1. HAP Cards No Longer Issued:
   • Effective January 13, 2025, HAP cards will no longer be provided by the FI.
2. HAP Identification:
   • HAP cards are now digitized and can be accessed and printed directly from the user’s Family PACT account via the Family PACT portal. The number can be printed or shown electronically on a mobile device when visiting a provider. Providers can print the card for the client, or the client may print it themselves.
3. Returning Unused HAP Cards:
   • Providers are responsible for returning any unused numbered HAP cards to the Fiscal Intermediary (FI) as soon as possible.
4. To return unused HAP cards:
   • Package the unused numbered HAP cards with a cover letter that includes your provider number or National Provider Identifier (NPI) used to order the cards.
   • Mail the package via UPS or a similar service to the following address:

California MMIS Fiscal Intermediary
Attn: Print and Distribution Center
830 Stillwater Road
West Sacramento, CA 95605

1. Accessing the New CalHEERS Family PACT Portal:
   • To access the Family PACT portal, providers must ensure the most current site certifier contact information is updated in PAVE to receive login credentials.
   • If a site certifier is not in PAVE, send the site certifier information (practitioner NPI, first and last name, email address) to providerservices@dhcs.ca.gov
   • Note: Even if the site certifier information is sent via email, you are still required to update PAVE with the most current site certifier information.

Moving Forward:

• On February 3, 2025, all Family PACT client enrollment activities, including changes and deactivations, will be completed exclusively through the Family PACT portal.
• No further HAP cards will be issued.
• Providers have access to comprehensive training and job aids through the Family PACT Online Training Center Learning Management System.
• Updates will be posted on the Family PACT website.

For any questions or assistance, please contact providerservices@dhcs.ca.gov.

An Erroneous Payment Correction (EPC) will be implemented to reprocess denied claims with dates of service on or after the effective date of this billing policy, that were appropriately submitted based on the guidance published in this article, but erroneously denied because Medi-Cal had not yet implemented the system changes to support appropriate adjudication. Providers may also elect to use this updated billing policy to correct and resubmit previously denied claims as described in the CIF Submission and Timeliness Instructions section of the Provider Manual.

Please refer to the March Family PACT Bulletin for more information.

DHCS anticipates that proposed Family PACT regulations will be on the rulemaking calendar for 2026. For more information on the DHCS rulemaking process, please visit the DHCS’ Office of Regulations webpage.