What to Expect During Onboarding

Onboarding helps ACES gather the information needed to understand your child’s needs, verify funding, complete required authorizations, and prepare your family for the start of ABA services. Timelines vary depending on your funding source, required documentation, authorization requirements, and clinical team availability. Most families can expect the process to take approximately 3–12 weeks.

Step-by-Step Onboarding Process

1. Initial Contact and Referral

Families begin by contacting ACES by phone, website, referral, or provider recommendation. During this first step, we gather basic information, answer initial questions, and explain what is needed to move forward.

2. Funding and Insurance Verification

ACES reviews your insurance or funding information to confirm benefits, explain any expected family responsibility, and identify any authorization requirements before services can begin. Many insurance plans require authorization for ABA services.

3. Intake Forms and Required Documents

ACES will provide onboarding forms through the secure Client Connect Portal. These forms help us collect the information needed to prepare for assessment and services.

• Diagnostic report confirming autism
• Insurance or funding information
• Intake forms and service agreement
• Demographic and contact information
• Health history and relevant medical records, if needed
• Consent forms and caregiver acknowledgments

4. Authorization and Assessment Scheduling

Once required documentation is complete and authorization is in place when required, ACES schedules a formal assessment with a Board Certified Behavior Analyst (BCBA). The BCBA gathers information about your child’s strengths, needs, routines, and family priorities.

5. Treatment Plan Development

Following the assessment, the clinical team creates an individualized treatment plan. The plan includes recommended goals, service hours, and care settings that may include center-based, home-based, school-based, or after-school social skills services depending on clinical recommendation, family needs, availability, and funding requirements.

6. Service Start and Ongoing Support

Services begin once all onboarding requirements are complete, your funder has issued authorization when required, and a clinical team has been scheduled. ACES continues to communicate with your family, provide caregiver support, and help promote consistency across daily routines and care settings.

Using the Client Connect Portal

All onboarding forms and documents are completed and uploaded through the secure ACES Client Connect Portal. Families can log back in to update their profile or upload new documents if something changes during onboarding.

Need help? Customer Care can assist with portal navigation, uploading documents, and understanding required forms.

Important Notes for TRICARE Families

For TRICARE-covered ABA services, the Primary Care Physician (PCP) must initiate the referral to TRICARE before ACES can begin intake. ACES will also need the required authorization before assessment or services can move forward.

• TRICARE West Region: 888-TRIWEST
• TRICARE East Region: Humana Military, 800-444-5445

How Families Can Help Prevent Delays

• Start early, especially if your insurance or funding source requires authorization.
• Submit all requested documents as soon as possible.
• Make sure your diagnostic report and insurance information are current.
• Notify ACES right away if your insurance, diagnosis, contact information, or family availability changes.
• Ask Customer Care for help if you are unsure how to complete a form or use the portal.