Family PACT Portal - Office of Family Planning |

Family PACT Portal

What Is the Family PACT Portal?

The Family PACT Portal will be made up of the Client portal and the Provider portal. The portals are designed to streamline Family PACT account, application, and eligibility processes.

The Provider portal will allow Family PACT providers to enroll and recertify applicants/clients into Family PACT.

Getting Ready for Go-Live

Below are the key callouts and actions Providers need to be prepared to act on at go-live on January 13, 2025.

Training

Create Account

Delegating

Support

There will be a mandatory training for all Providers to take starting December 13, 2024. The training should take less than an hour.

There will be guides and short system demonstration videos available for reference.

Site Certifier Portal Training
Provider Staff Portal Training

Site Certifiers will receive an email on Sunday, January 12, 2025 titled “Create Your Family PACT Account – Action Needed.”

The access code in this email is only valid for 24 hours to create your account.

Once the Site Certifier has setup their account in the Family PACT Portal, they can add a Staff Account to support, manage, and delegate as needed.

Adding new Provider Staff accounts will help with account security and reduce password sharing.

If you have trouble with resetting your account password or have blocked your account due to multiple failed one-time-passcode (OTP) attempts, contact Covered California Service Center: (800) 906-8521.

For all other support questions, contact DHCS OFP: (916) 650-0414 or OFPStakeholder@dhcs.ca.gov

Frequently Asked Questions

1. When will the new Family PACT portal go live?
The Family PACT portal will go live on January 13, 2025. Starting on this date, client eligibility and enrollment services for the Family Planning, Access, Care, and Treatment (Family PACT) program will transition to the new portal.

2. Will the Medi-Cal Transaction Services website remain accessible after the Family PACT Portal goes live?
The Medi-Cal Transaction Services will remain live and available for use until February 3, 2025. After this date, it will be decommissioned, and the Family PACT portal will serve as the sole platform for client enrollment and eligibility. Please note that once an account is created in the Family PACT Portal, providers should transition to using the portal as the primary method for client enrollment and eligibility and discontinue use of Transaction Services.

3. When will Site Certifiers receive the access code?
The Office of Family Planning (OFP) will send an email on January 12, 2025—one day before the portal goes live—to each Site Certifier with an access code and a link to create an account. The access code will be valid for 24 hours and will expire after that period. If the Site Certifier misses the 24-hour window, the system will automatically generate a new access code. This automated process will occur between January 13 to February 3, 2025, and will continue until an account is successfully created. After February 3, 2025, the Site Certifier will need to contact OFP directly to request a new access code.

4. Will administrative delegates be able to manage the transition, or will the Site Certifier need to be directly involved throughout?
Yes, the Site Certifier from each enrolled Family PACT location will receive an email containing an access code to create an account in the Family PACT portal. This email will include instructions for creating an account and granting staff access to the portal.

5. If clinicians will be involved, what specific roles will they play, and what training will be required?
The clinician, as the Site Certifier, will be able to create and delete staff access to the portal. Delegated staff will be able to use the Family PACT portal to manage client eligibility. The Site Certifier must complete the legislatively mandated Provider Orientation, and all required online trainings. In addition, rendering and Non-Physician Medical Practitioners administering the Family PACT Program must also complete all required online trainings. All required trainings are posted on the Family PACT Provider Online Training Center website.

6. What if a Site Certifier oversees multiple locations? Will they receive an access code for each site?
Yes, a Site Certifier overseeing multiple locations must designate an individual with a unique email address for each service site location. The designated email will contain an access code specific to the Family PACT enrolled site. Please ensure that each service site location has its own distinct email address.

7. What happens if a Site Certifier does not receive an access code after the Family PACT portal goes live on January 13, 2025?
If a Site Certifier has not received an access code, they should contact the Office of Family Planning (OFP) at 916-650-0414 or email providerservices@dhcs.ca.gov to request a new one.

8. What happens if I forget my password or am unable to log into my account?
If you are having trouble logging into your Family PACT portal account, please contact the Covered California Service Center at 1 (800) 906-8521. Covered California Service Center Representatives (SCRs) can only assist with unblocking accounts, resetting passwords, and enabling accounts disabled due to inactivity.

9. Are there any additional steps providers should take to prepare for this transition?
Please ensure that each site location has a designated site certifier and their first name, last name, email address and National Provider Identifier (NPI) are provided to OFP at providerservices@dhcs.ca.gov.

Additionally, please keep an eye out for upcoming bulletins, news articles, and stakeholder notifications regarding the transition from the Health Access Programs Client Eligibility System to the Family PACT portal. To support Family PACT providers during this transition, comprehensive training materials and webinars will be available starting in December 2024 through the Online Training Center. These resources are designed to ensure that providers are fully equipped to effectively utilize the Family PACT portal before its launch.