Family PACT Portal
What Is the Family PACT Portal?
The Family PACT Portal simplifies and streamlines the eligibility process for prospective Family PACT clients. The Family PACT Portal consists of the Client Portal and the Provider Portal. This new platform is housed in the California Healthcare, Eligibility, Enrollment, and Retention System (CalHEERS), which is the home to the website where Medi-Cal and Covered California applicants and current members apply and renew their coverage.
The Client Portal allows users to create an account, apply for Family PACT, and manage their enrollment status online.
The Provider Portal enables Family PACT providers to efficiently enroll, recertify, and update information for clients.
Family PACT Portal Resources
Create a Site Certifier Account
Site Certifiers will receive an email titled “Create Your Family PACT Account – Action Needed.” The email will include an access code valid for 48 hours to create an account. If the account is not created within that time, providers must contact the Office of Family Planning (OFP) to obtain a new access code.
The Health Access Programs (HAP) Client Eligibility System was permanently disabled on February 3, 2025. All client enrollments and transaction changes will now be processed exclusively through the new portal.
Create a Provider Staff Account
Site Certifiers and Privileged Staff can provide access to other Provider Staff by entering their name and email into the Access Management Dashboard, which will email them an access code.
The invited staff must create their account using the link in the invitation email they receive.
Once their account is created, they will be able to enroll, recertify, and update client information.
Support
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 the Office of Family Planning (OFP):
(916) 650-0414 or Providerservices@dhcs.ca.gov.
Training
Providers have access to the following portal trainings and job aids in the Online Training Center:
Frequently Asked Questions
1. When did the Family PACT portal go live?
Effective January 13, 2025, the Family PACT portal went live.
2. Will the Medi-Cal Transaction Services website remain accessible after the Family PACT Portal goes live?
Effective, February 3, 2025, the Medi-Cal Transaction Services website was decommissioned.
3. When do Site Certifiers receive the access code?
Site Certifiers will need to contact Office of Family Planning (OFP) at 916-650-0414 or email providerservices@dhcs.ca.gov directly to request an access code.
4. Are there any Family PACT Provider portal trainings for Site Certifiers and Provider Staff?
Yes. Please visit the Site Certifier Resources and Provider Staff Resources webpages. These courses cover the processes and key functionalities of the new Family PACT portal for both Site Certifiers and Provider Staff.
5. What if a Site Certifier oversees multiple locations?
If a Site Certifier oversees multiple locations, they can perform the following functionalities:
- Site Certifiers will be able to navigate and switch to multiple site locations that they are associated with on the Access Management Dashboard
- Site Certifiers can be associated with multiple site locations that can be viewed when creating an account or in account settings
- Site Certifiers will be able to edit, resend, revoke, disassociate, and deactivate other Privileged Staff and Provider Staff accounts
- Site Certifiers capabilities can be granted to Provider Staff at the same site location making them Privileged Provider Staff
- Notifications will be sent to active Site Certifiers when site locations are associated/disassociated and to Provider Staff when entitlements are granted/removed
- Site Certifiers and will be able to designate the site location they’re working from
6. 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.
7. How does a Provider Staff set up a Family PACT portal account?
Only Site Certifiers and Privileged Staff can add Provider Staff to the portal. The Provider Staff will receive an email invitation with a “Create an Account” link and access code. Provider Staff will then be able to create their account.
8. What if a Provider Staff mistakenly creates a client account?
Perform the following steps:
- Log into the Client account
- Click on the My Account icon and select the Account Settings link
- Under the Account Settings section, select the Security Preferences button
- Select the Edit link next to Email Address and change it to an alternate email address other than your preferred Email Address (such as a personal email address)
- Reach out to your Site Certifier to resend the account creation email to your preferred email address
- Open the invitation in your preferred email address and follow the account creation email instructions to create an account under the appropriate user type