2023-TA-Sessions

 

• ISETS calls have been scheduled through the end of the year via WEBEX. Click here to register for sessions and add them to your calendar: WebEx Webinar series registration link
• Password is always "ISETSFY24"
• If you have trouble entering a webinar, please re-register or email Andi Grabemeyer.

• Eligibility: There might be individuals that are still eligible in December but losing eligibility in January.  Workforce Development has been doing a good job of noting these. Be sure to check the referral notes and the case notes, there might be a note of the customer losing eligibility for the next month. We want to notify you as soon as possible when someone is losing eligibility. We are looking to change the 4334 if someone is losing eligibility soon or lost eligibility in the current month
• Redetermination date: These dates are being synced correctly from IES.  Be sure to check this section on your Dashboard.  We do not want a customer to lose benefits or eligibility for SNAP E&T.  customers in the red row on the dashboard are the most urgent. The numbers in yellow are within 60 days of their rede date. You will want to contact them to ensure they schedule their redetermination and check their eligibility after that date. 
• Midpoint Reporting date: We will get the midpoint reporting date beginning in the January IES file for SNAP Benefits.
• Listen to the recording for additional information about the different Dashboard sections.
• A new feedback survey that is going to be coming out in the New Year and that is going to be covering all the changes and updates from the past year. Please be sure you take the survey so we can continue to update and make ISETS better. 
• Dee is working Tuesday – Friday (Dec. 26th – December 29th) so she will respond to Help Requests.

Updates for this upcoming release: 

• Clicking on the Assessments portion of the customer profile in the Case Management, produced a "Data table error".  This has been corrected.
• Entering a SOC code on Employment on the Overview tab was corrected. It should "hold" after the push. It was also impacting the area for adding an earned credential.
• On the Dashboard, there were no numbers showing in the Reverse Referral section. This has been corrected. However, we may have a new issue with all number showing in the rows. Numbers will show for Reverse referrals and IDHS referrals. This will be corrected as soon as possible.
• Workforce Development has been catching up on the inbound referrals from IDHS FCRCs. They are sending referrals by email. If partners are receiving these, please submit a reverse referral if you will be working with the customer. Now this is working in the system, so be sure you are checking this section before you leave for the holidays. The reverse referral should be sent within 48 hours of when you decide to work with the customer.
• On the S2S financial matching report, every single line item is calculated at 50%. Technically each line item doesn't need to be 50%. It is just the total at the bottom that needs to add up to 100% of your total expenses.  We are aware that it is stopping you from submitting an updated financial report and will be fixed soon.
• We are working on a solution for the 4333 report to function better and faster.
• The Earnfare End Notice is currently available as a PDF to be filled out and printed. We are looking to pull some of the information to just fill in the form for you. The system would save a case note and then send it out of ISETS.  The goal is to be able to do this in batches

Questions & Comments

• Employment: If someone has been enrolled in a SNAP E&T activity and has gained employment, it should be added to the Employment section. If someone is no longer a SNAP E&T customer, Employment information after they have been exited does not need to be added. Andi is going to look into this with policy. 
• Customers with incomplete assessments Ideally, you would take in all your customers, do the Initial Assessment, send the referral, and then follow up with the customer with the Needs Assessment.  We understand that a certain percentage of customers are going to drop off before you can finish these assessments with a customer. However, If you have a high percentage of customers that do not complete the Needs Assessment, the provider manager will probably ask you why this isn't being completed. This is not up to your customer; it is up to you. This may be a question that comes up during monitoring or year-end review.  If this becomes a pattern, we are going to ask why you aren't completing your customer assessments.
• Trainings: CJC will be promoting ISETS Trainings scheduled for January soon.​
  

IDHS Announcements:

• ISETS calls have been scheduled through the end of the year via WEBEX. Click here to register for sessions and add them to your calendar: WebEx Webinar series registration link
• Password is always "ISETSFY24"
• If you have trouble entering a webinar, please re-register or email Andi Grabemeyer.
• Reminder: When the call is being recorded, we are talking about general information to ensure that Personal Identifiable Information (PII) is not being discussed.  Once the recording has stopped, then specific customer questions can be discussed.
• FY23 Financials: The FY23 Financials need to be reconciled between the PPTT and what is in ISETS by Dec 1st.  If they are not, a report will be required for why the information does not match.  Please do not submit a Help Request to reconcile billing.  Reach out to your provider manager if you have any issues or questions. 
•  

Updates as of the last sprint: 

• Fuzzy Search! When you search an IES customer, you will be able to enter partial first or last names and the search results will show you all the potential matches. You are still required to add one of the additional data points. Between the partial name search and working with your provider manager this should make the search functionality easier for you.  
• Created a Super Admin and Provider Manager Staffing Report to see who has completed their staffing and billing tools. It shows what staffing reports have been completed, approved, and the date they were approved. 
• Updated the Training/Education section on the Dashboard.  

Questions & Comments

• A Help Request needs to be submitted if a Billing & Staffing Report needs amended. We do not yet have the amended Staffing & Billing Report in ISETS but will be available next calendar year.
• When a customer is referred by IDHS to Workforce Development, they enter the information into ISETS and make a referral. Please update appointment times so that customers can receive an email with the appointment information. The customer doesn't have a piece of paper or anything that says they have a referral.
• If you transition a customer from supervised job search to job retention because they got a job, at the end of the month on the 4333, we should see both activities for the customer. If you run your employment report, it will have the name, date they changed employment, and the activities and information about retention. Otherwise, there should never be a customer on the employment report with SNAP activities AND Job Retention activities. Remember to close out the SNAP Activities if you are enrolling a customer in  Job Retention.
• The employment report runs off the employed date and whether there is an end date to the employment and/or when the customer is exited.​
  

• ISETS calls have been scheduled through the end of the year via WEBEX. Click here to register for sessions and add them to your calendar: WebEx Webinar series registration link
• Password is always “ISETSFY24”
• First Tuesday of the month at 3PM.
• Third Thursday of the month at 9AM.
• Andi has sent out invitations to all TA calls for November to ensure everyone is invited. We did have some duplicates last month but all duplicates have been removed and the correct webinars are all scheduled.
• ISETS Written Manuals: Revised copies of ISETS Manuals have been published. If you need a PDF copy please contact your provider manager.
• 4333 Report: If you see the words “processing” don’t click anything it means the page is loading. Also, you can click on the dropdown to show up to 50 customers per page; otherwise, you will need to remember to review and complete actions for those customers on a second or third page.
• Help Requests: After you send a Help Request, check the Portal section for new comments. Do not rely on just checking for emails. Check the “My Tickets” section for comments and status changes. 

Updates as of the last sprint: 

• Exciting Dashboard changes are live!
• The Redetermination dates and dashboard data is functioning correctly, so please check to make sure you are connecting with customers with upcoming Rede dates.
• The Assessments and Employment Plan sections are completed and working as anticipated.  Be sure to check if they are showing correctly for you. 
• The Enrolled and Active section has changes being pushed out to production today. We are moving the demographic section down and moving the activities up and into two color-coded lists. Green means good and orange/yellow means needs work.
• The Snapshot view will also be updated with today’s updates.
• A new report has been created called the Intermediary Support Summary.  This will allow all Intermediaries to generate aggregate reports.  It includes all the totals for the Intermediaries’ sub-contractees. Send a Help Request if assistance is needed.

Questions & Comments

•                    A customer’s address cannot be updated in Illinois workNet. The customer needs to update their address in ABE and then it will update in IL workNet. IDHS is a state agency so it is required that any information that could change a customer’s benefits must be changed by the customer.

•                    If an activity is showing under the wrong Provider, submit a Help Request to have this corrected. A customer can work with two Providers but with different SNAP E&T Activities. There are updates to the system to fix some bugs in how dual enrollment is functioning. Please consult with your Provider Manager to discuss how things will be counted until the update is released in ISETS.

• ISETS calls will now occur at the following times via WEBEX.  Click here to register for sessions and add them to your calendar: WebEx Webinar series registration link
• Password is always "ISETSFY24"
• First Tuesday of the month at 3PM.
• Third Thursday of the month at 9AM.
• Andi has sent out invitations to all TA calls through the end of October to ensure everyone is invited
• S2S Contracts with intermediary are being updated.  As of Monday, 9/25 all S2S Intermediary contracts have been updated.  If your contract still isn't showing correctly, send Donna Claxton an email and cc: Andi Grabemeyer.  Andi is at a conference this week but will be checking emails.
• ISETS system updates as of 9/15: (Listen to the recording for additional information.)
• Added a "D" to the 2606 Form column name on the Earnfare Referral and Attendance (2606) The 2606D Form is the form on the customer profile.
• Removed End Date and Planned Due Date for all Support Service items. Once they are opened, they will stay open.
• When searching for an IES customer, the screen has been updated with the monthly sync dates.  
• We will now receive data for customers up to 70 years of age in the IES data sync.
• When you submit a Name and one of the data points below and the person comes back as "not found in IES" there are a couple of reasons why. 
• One of the reasons is the customer is pending approval for their SNAP benefits. If they are still pending, Provider Managers can look in IES, see the status is pending and they can manually override and enter the customer for your agency.
• The DOB or other data point you entered is wrong (it doesn't match IES data).
• A letter could be wrong in the name (it doesn't match IES data).
• In the meantime, we do have a manual workaround. That is why information must be put into ISETS correctly, so it matches the information that we get from the SYNC. Check with your Provider Manager to find the correct information. Then you can enter again and should find a match.
• As Super Admin; Andi, Michelle, and Dee have the ability to update the spelling of a customer's name, change the last 4 of the Social Security number, or change a Date of Birth.  Please check with your Provider managers to make sure they get the correct information. The information must match what is in IES. The super admin will change to match what is in IES.
• If a customer has legally changed their name, then have them go into ABE, click Manage My Case to request a name change.
• Things that can be changed in ABE include Address, phone #, and email address.
• On the Reports page, you may see more than just ISETS in the dropdown menu for Reports, please just select  ISETS to select the reports specific to ISETS.

1. Upcoming features for the pending release:

• Active NOW - Updating the Dollar Value of Service tab: Add/Edit Dollar Value of Service button (must have an active service with an active SNAP E&T activity) when dually enrolled in SNAP JP and S2S there will be a paid by option and it will show on the S2S report or the SNAP JP report dependent upon which option you chose for the paid by.  
• Coming out on the 28th - Dollar Value Amount for the whole month for that reporting month on the Earnfare 2606 Report. 

2. Other topics discussed: 

• Active ISETS Staffing and Billing Report Issue.  Some submit dates show last year's date.  Appears this is happening for more than one provider.  This was a data issue and was resolved during the meeting. If your organization submitted a report before 9/21/2023 and it is no longer showing as submitted, please submit a Help Request ticket in ISETS with the date you originally submitted in September and cc your Provider Manager so they can verify the date. Then submit the staffing report again and the date will be corrected after you submit again.
• For customers who have Exited from the Program, on the Overview page there is a specific status for Level of Progress: Not Participating should be selected and the E&T status must show Exited. 
• If there is a customer in Retention, is there something that shows when retention ends? How do you know that the retention time is over? 
• *last update the first Tuesday of the month, we are working on eliminating the necessity to upload a document for the 30, 60, 90 days – we only need employment verification upload once. However, retention consists of check-in, case management, and supportive services. Expect provider to check in with customer at least monthly during the 90 day retention period to see if they need any support services. Add a case note by clicking the "Add Case Note" button in the appropriate 30, 60, or 90 day retention boxes. These are in the Employment section on the Overview tab of the customer record. When the retention period is over, the customer needs to be exited.  

3. Tools to use for follow-up planning and workflow management

The Employment report can be run monthly to show who was employed that month, and the Dashboard can be utilized for follow-up planning and workflow management. In the Retention section of the Dashboard, click on the "List" option in the upper right hand corner and it will give a list of all customers in 30, 60, or 90 day retention. Those are the customers you should check-in with, offer support, and add case notes for in the retention section of the Employment module.

4. If the customer says they do not want to be in the program

If the customer went through intake but never participated, was never active, or not enrolled, you can choose the "Never Active" E&T status. If they went through enrollment but never attended classes, but went through enrollment process, choose inactive status. Especially if you think that person might come back. They can be inactive for up to 30 days.

5. Exiting Customers

• Customers who have not completed the program, meaning they never completed the vocational education course or the requirements for your program, you should use the "Exited" E&T status and "Not Participating" progress status.
• Customers who have successfully completed your program or gained employment and exited, you should use the "Exited" E&T status and "Not participating" progress status. A successful exit is not participating because they have exited.
• Customers who move while working with your program (to another state), you don't hear from them anymore, or you put them in another program and they aren't doing well (e.g. put them in a program heavy in math and find out they are not doing well in a program) are deemed inappropriate for the program they were originally enrolled in, you should choose the "Exited" E&T status and the "No longer appropriate for provider services" progress status.

6. An inactive customer comes back to the program

If a customer has been inactive, has no open services, and comes back 30 days later you do not need to do a new assessment. We do not require a new assessment or referral. You can change them from Inactive to Active.  The cut off for doing a new assessment and referral is 45 days.  Assessments should be updated every 12 months for active customers.  You do not need to do an entirely new assessment; you just need to review and verify the current assessment.  Please work on updating assessments now that we are in the second year. 

If you have exited the customer and they are no longer enrolled (Overview: Program Enrollment) then do a new referral. 

7. Paper version of Universal Assessment  
·        The paper version of the Universal Assessment can be found here:   
o   Universal Assessment Questions - IL444-5179.pdf 

8. Customer completes retention services even if they are not happy with their job.  

If the customer has gained employment and their job is 20 hours/week or more, they should be enrolled in retention. If they are still receiving SNAP services even though they are employed send the customer's name to your Provider Manager and Michelle to see if they are still eligible. They may still be eligible for services depending on their income and circumstances.

9. Help Requests need to be detailed for Dee to triage and solve them quickly and accurately.  
·        Please include screenshots in your Help Requests. 
·        If you are using a PC (Snip & Sketch).  
o   Using the Scissors icon, click on new, with your cursor highlight a part of the screen and it will automatically snap a picture. You can use the highlighter to specify specific information for your Help Request. Then, you can save the Snip to your desktop or copy and paste it to your Help Request Ticket.  

o   ISETS calls will now occur at the following time via WEBEX.
First Tuesday of the month at 3PM.
Third Thursday of the month at 9AM.
o   Onboarding training webinars will begin in September.  They will provide real world example learning scenarios.

o   Andi & Michelle will be reaching out to you for more information for your ISETS customer. Initially you were learning the program, but now all the details need to be captured.  

Dee:
 1. Upcoming features for the pending release: (Listen to the recording for additional information.)
·         Dollar Value of Service: An update is being made to display opened Support Services to show on the Overview tab and Support Summary Tab. To see dollar values from previous years click on the support service to go to the active service > click dollar value of services to see the current and previous expenses for that service. 
·         Staffing & Billing Report: A fix is scheduled for this release to allow provider managers to complete their portion of this report.
·         Provider Information for Contracts: Super Admins (Dee, Andi, and Michelle) will be the only individuals that can adjust contract dollar amounts.
·         4333 Report: For Providers with more than 10 participants, you are able to complete the Staffing for the 2nd or further pages and when complete, user should remain on the page where the customer is.
·         A case note will not be required if the 4334 was not required. If the 4334 was required then the provider manager will be required to enter a note about the results of that staffing.  When all participants are complete for that agency, the provider manager will do a case note that says the staffing is completed and it will be filed under the provider information > agency > case notes.
·         On the Reports, super Admin and Providers will be able to multi-select from fields.

2. IES (Listen to the recording for additional information.)
As of 8/17/23, if an item does not sync with IES, partners are now instructed to contact their Provider managers to find out what the correct information is. If the information is in IES and the information in IES can be shared with the Provider, they can provide the correct information out of IES.  The Provider Manager can enter the correct information on behalf of the agency.  If a customer has a pending case, it will not show up in the data we get from the state.  If information is incorrect in IES, the customer can go to ABE, visit a local office, or call the support team for DHS to make the updates about their information. For matching purposes, the customer must match what is in IES and then initiate the changes.

1. Upcoming features for the pending release: (Listen to the recording for additional information.)

• Super Admins can now change the last 4 digits SSN and date of birth for a customer to ensure any errors match IES. To request a change to a customer SSN or Birth Date, please check with your Provider Manager to verify for the correct information in IES, then submit a Help Request.
• Quarterly Interest Report Summary: Add Interest form now includes a Fiscal Year field to choose from. There is also a View and Print option for the document.
• The Quarterly Interest Report, Earnfare Report, and ISETS Snap To Success Financial Report should all have the proper Providers listed.
• Disabled the Earnfare benefit amount from the weekly sync that we receive from IES. This will remain a manual field that WFD will update. This amount will be checked monthly by WFD and only updated if it has changed more than $20.
• Fixed the 2606D Report. The hours shown in Section IV were doubling. 
• On the Customer List page, when "Search IES Customer" does not yield a match, a message will direct you to check with your Provider Manager.  The provider manager can either give you the proper information OR they can enter that person into the system and assign the customer to your agency for you.
• Annual Assessment.  On the Overview tab, the display will now show date completed for the Initial Assessment (date will not change) and a date completed for the Needs Assessment if completed. The word "Update" displays 10 months after the initial assessment was completed. Click "Update" to review each page of the assessment. Upon completion of all pages, the Needs Assessment will show the most recent date completed. If a customer is not active for 45 days or more, a new assessment needs to be completed. If something has changed with the customer, then the assessment should be updated.
• Fixed Employment Report to only show the customers that are employed this fiscal year. For now, this report will show a running list of all customers employed in the FY, not in the month. A future report is in development which will be more specific.
• Fixed Billing & Staffing Report to show that staffing has been completed.

2. S2S is billed monthly just like SNAP JP. (Listen to the recording for additional information.)

3. PPT Report - Your Provider Manager should have the most recent PPT Report. This current spreadsheet has a text field for both the Activities column and the Supportive Services column. It also has an instruction list of what the allowable activities and services are.

(Listen to the recording for additional information.)

4. Update Provider Managers to agencies - Dee will update all Provider Managers in the ISETS to ensure they are viewing the current assigned agencies. (Listen to the recording for additional information.)

Updated Search IES function to continue into ISETS search. 
·        Updated for Earnfare, on the 2606 form, CW and TJ to track correctly if someone changes jobs mid-month. Updated the 2610 report to pull from activities that are opened and closed in the same month. 

2. Reviewed how to edit attendance after it has been verified.  Submit a Help Request to have Dee un-verify the attendance and then it can be edited.

3. Reviewed how to view 0% matches on recommended programs, activities, and services.

4. Reviewed how to edit Program details under the Provider Info tab.

5. Reviewed activity dates for what should show on the 4333 and PPTT.

6. The dollar amounts for services reset every contract year.  This means that the dollar amounts will reset as of July 1, 2023. The activity or service can stay open.

7. Congratulations to Tracy P. on your marriage! 

• Appointments, 
• Activity tabs, 
• Support services
  
• Help Request emails
  

• Integrated Resource Team
  
• Send email to team members
  
• Change services
  
• Adding support Services