2024-TA-Sessions

 

​​​1. Announcements 

·   Reminder: TA sessions are available to anyone who uses ISETS. 

·   Survey: The link to the latest feedback survey went out yesterday. We are trying something different where we now have a single survey open for the entire year and will collect data at different times. It will give us a nice, yearly picture of how things have changed over the year versus having four different surveys. We use your feedback to develop the system. Please take the survey by December 31, 2024.  

o        Survey Link:  ISETS FY25 Feedback Survey​

·    Staffings: We do have a number of staffings that have not been completed. We know there are some providers that have not submitted these because they do not have an executed contract. Please get these submitted and be sure you are holding those staffings with your provider manager. They help to tell us that you are serving customers.  

·     There is a new Notifications section at the top of the Dashboard. Some further refinement is coming but we need your feedback. Please let us know if you find this section helpful.

2. System Updates: 

·     Change in Update Schedule: Because of the Thanksgiving schedule, our next ISETS update will happen on Dec 2nd and not next week during the week of Thanksgiving. The next TA call has been scheduled for Dec 10th. You should have received an invitation for that already.  

·      A hot fix will be going out this evening for the Total Monthly Billing for the total monthly cost amount not showing correctly.  

·      Known issue: We also had an issue where the provider managers in our training were not able to click the Staffing Complete button.  We will work on getting that fixed as soon as possible.

This is a technical assistance call and is intended for anyone who uses ISETS. This is safe space forum to ask questions and get help.  

IDHS Announcements:

• The last update and push was, Thursday, Oct 17th.  The release recording video was made available yesterday.  
• CJC Trainings
• We have made changes to the Staffing and Billing module and the changes have been outlined in the release videos. We did this because we had a lot of scenarios where providers were submitting the monthly reports and then making changes. We needed a process to see these changes being made.  We'll review the Staffing & Billing process now:
• We made sure all the staffing and billing reports are loading live data.  
• As you save those reports, it will still update the live data, however it will display either red or yellow depending on the changes being made.
• If something has been changed, it will show red as an amendment.  
• If there is a pending Supportive Service Override request, it will show as a yellow icon.
• We also put a soft lock on the Staffing and Billing Report.  After the provider goes in and checks all the boxes and clicks Submit Staffing Report. Once you hit that button, we assume all the data is correct  and no further changes are needed.  
• When the Provider Manager clicks Approve Staffing Report, changes can be made with your PM's approval, until the Billing Staff has approved their section. Then the entire Staffing and Billing Report is hard locked, and no other changes can be made.  
• After the Billing is approved, if any other changes need to be made, then a paper amendment will need to be submitted.  
• If you have entered an override in ISETS, please let your Provider Manager know that there is an override request so it can be addressed.   
• With the override you can click on the ! yellow icon and go to the customer profile and view it.
• These must be approved by an IDHS Manager. For questions, please contact Charles.hopkins@illinois.gov
• To “reopen" an already completed Staffing and Billing: 
• The Provider clicks “Request Staffing Changes" (purple button) and that will request that the provider manager open up the billing that was submitted to billing. 
• The Provider Manager then has a button that allow them to reopen the staffing.
• The partner and provider manager need to work through any approvals required and then submit the staffing again. 

Q&A

• Supporting Documents: The EDF form is now to be uploaded instead of emailing it. 
• Employment Report:  The individuals that are showing on this report are the participants who are in the employment period (open employment on an active participant). If you look and see one of the participants on the employment report is still showing, but their employment date is over 90 days past (ex. 10/24/22), you need to go in and exit that person.  If they do not have the correct 30, 60 or 90 days marked, it means you haven't added the case note for JR in the employment. If the Employment Verification says “No" it means that either you haven't uploaded Employment Verification or your PM hasn't approved it. Fix those issues then submit your report.
• JR) Job Retention: If a customer is working two jobs and Job A + Job B equals over 20 hours, then you need to enroll them in Job Retention. Be sure to look at the other activities too. If they are not still doing those activities, then close them. Customers by policy are only eligible for Job Retention if they were enrolled in a SNAP E&T activity before they got the job.  

Open Office Hours: Every Wednesday from 10-11am 

Call link: https://zoom.us/j/8449601274 

​

IDHS Announcements:

• In our release video we outlined the recent changes to the staffing and billing module. We are going to demo them here today because they are such big changes. We also sent out a written email that some of these changes were taking place.
• We also sent out a reason email that there is a bug that we found that is showing up in the assessment process. We expect a fix today or tomorrow. We will also demo the workaround for that error. 

 Demonstration

• Assessment Process Bug
• During the Assessment process (this only applies to customers who do not have an assessment) there were some questions that were not saving. We have been working to fix it and will let you know when we get a fix out. When you save it, there is an error page that says NOT AUTHORIZED. There were 5 or 6 questions that were not saving.
• Work around: Make the referral. If you go back to the customer record, in the referral section you will not see the referral and you will see the message that you need to complete the assessment to make a referral. If you go back to the customer assessment to finish it. Even though you have to start at the beginning, many of the answers are already filled in. Complete the assessment. This second time, it will go through. Once completed, the referral that you made will now display in the referral section. Use the work-around to keep moving forward.  
• Update on Staffing and Billing Module
• In the staffing and billing module we have a lot of reports, and every time someone changes it and saves it, it was only saving as of that date. Now it is showing live data all the time. It now has text that says exactly what was saved on what date.
• To reconcile the SSS, the partner needs to uncheck, verify and recheck the box. Then save the report again. 
• To reconcile the 4333, the provider manager needs to uncheck staffing complete on the customer, verify and recheck the staffing complete box. Then click the staffing report complete button again. 
• This is the first iteration of this change, and we want you to give your feedback to see if this is helpful or not.  
• If you are a Provider, after you have submitted your staffing and billing report, you are certifying that all of the changes have been made and it is complete.  
• If you make changes, you need to let your Provider Manager know and then reconcile these as you go through the staffing.
• We also added dollar amounts at the top of the 4333 to be compared against the support services. If the dollar amounts are the same, then you can move on without fixing the icons, but it is best to fix them.
• We have another change that is slated to come out, but we aren’t sure when it is coming. It would allow the Provider Managers to lock and unlock the report. People are making a lot of changes when it has been completed and it is becoming a bit chaotic.  

Questions & Comments

•   Employment Verification: We have some providers that are either not uploading employment verifications or documents are not uploaded properly. As you go through the employment report prior to your staffing the provider manager reviews the employment verifications and then checks the boxes they it has been verified. If any of your customers show “No” in the Employment Verified column, then it needs to be uploaded. 
• To Upload: Click the customer’s last name, go to the profile, click open the Employment section and under Verification, click Upload. If you are going through your employment report and submitting it as accurate and you have employment verification that you have not uploaded, then you are falsely doing this. Make sure you are uploading them, they are legible, and the Provider Manager will review and approve. 
• You must upload an employment verification within the 90-day job retention period
• Inactive vs. Exit: If a customer is not active and you are reaching out, and do not expect them to come back, then exit them. If they have been injured or you haven’t been able to reach them in a week or two, then make them inactive and keep trying to reach out. The recommendation is 30 days max for inactive. If someone doesn’t come back after 30 days, Exit them unsuccessfully. If they are inactive, it depends on their open SNAP E and T activities during the month, then they may still show up on the 4333.
• Snap cases in a different county: If a customer is enrolled in SNAP E&T, and lives in Illinois, and willing to travel to your facility, it is okay to serve them. It is their choice which provider they want to choose.
• Waitlists: There is no official policy on length of time on a waitlist. If you have a customer that you have accepted a referral for and you place them on a waitlist we recommend a maximum of 30 days. If you are not planning on working with that customer in the next 30 days, and you don’t have a place for them, you should reject the referral. If they get put on a waitlist it is your responsibility to keep in contact with them. If you cannot work them, then we need to make sure everyone is in the loop to see if there is anything else we can do for them. 
• Job Retention: A customer must be enrolled in a Snap E&T activity prior to gaining employment and getting job retention. Job Retention is 90 days.
• Adding Employment: When you have a customer who gains employment, you will go to the employment section on their profile and click add employment. You will enter all the information that is needed. 
• The item that determines what activities they are enrolled in is the *hours per week: 
• Under 20 hours per week = Part-time Employment / The activity that will show is E – Employment  
• More than 20 hours per week = Full-time Employment. The system will automatically enroll them in the Job Retention activity (a message will show up letting you know.)
• If a customer was originally working part time then gains full-time employment, Edit the employment hours in the employment record. The JR activity will be automatically added to the EP. Then you must close the other Snap E&T activities including (E-Employment).

• Earnfare:  We had some technical difficulties transitioning from FY24 to FY25. We apologize, we are working on fixing it. Some of you have some customers that were exited at the end of the last fiscal year, then sent in a referral but the referrals are pulling the date from the actual date it was approved. What we need to say is that if you have a referral approved on July 19 then they are eligible the entire month of July. Once that calculator is fixed, we can go back and correct all data from July. Should not have anything affected from august. After September 5th when the update goes int effect we will be fixing those from July. If you have questions. Please contact your provider manager.

• Dashboard: We have some updates coming to the dashboard soon with some new graphs in addition to the lists.
• Office Hours for ISETS: Dee is having open office hours on Wednesdays at 10:00 am CST.  If no one shows up, Dee leaves the call around 10:40. She does not record during those meetings and it is first come first served, and shared with the DHS Youth project. Link: https://zoom.us/j/8449601274 
• Closing out FY24: Tomorrow (August 30th) is your last day to correct information for FY24.

​Questions & Comments

• Referral & Waitlists :  If a provider receives a referral and accepts it and puts someone on the wait list, (there is a SNAP E&T status that says “Wait List”) it is assumed that you are going to be working with that customer soon and will enroll them when the time comes. As a provider you need to keep an eye on your waitlist, so you aren’t keeping people in limbo.
• If providers are accepting the referral but never enroll the customer, they need to change the status to “Never Active” and then eventually work dev will have to close (gold button at the top) that referral, so they don’t show up on the Provider’s caseload. The provider can change the SNAP E&T status but cannot close referrals.
• A referral will expire and disappear after 90 days. After the referrals get rejected or expire there is a line on the dashboard for rejected, expired, and closed referrals.  The workforce development team has their own process to review the expired referrals and send that information back to the FCRC’s.
•   Per SNAP E & T policy if someone is receiving TANF they are not eligible for SNAP E & T but could be eligible for TANF E and T program.

• Help Requests: If you need additional help, can set up a screen share with your provider manager and Andi.  
• Job Retention Dates: : When a provider adds employment for a customer, the system will automatically add the appropriate activity. Once they go in and start that job retention activity it will automatically calculate the 90-day planned completion date. When that 90 day comes up, the provider needs to go in and close that activity (put in the Actual Completion Date). The start date does not have to be the first day of employment.
• If a customer is ending an activity of GED, etc. you can start the employment after their other activity ends. It will automatically calculate the 90 days. It will show you this date at the planned completion date. You don’t want to end it until the job has ended or you have reached the end of that 90-day time.
• SNAP Manuals: SNAP E&T Manuals are finalized and published in Illinois.gov. Andi is working on updating the ISETS manual and those will be published in September.

​

IDHS Announcements:

• Release Notes:  Next production push is Thursday, 7/11.  Please make sure you are watching the release videos prior to the TA calls. The release videos are posted here. *Bookmark this page.
• No ISETS Trainings Currently Scheduled: We are waiting for the NOFO for the TA Training provider to be completed right now. We will let you know as soon as those get scheduled. Will hopefully have more trainings coming up in August.
• Office Hours for ISETS: Dee is having open office hours on Wednesdays at 10:00 am CST.  If no one shows up, Dee leaves the call around 10:40. She does not record during those meetings and it is first come first served, and shared with the DHS Youth project.  Dee will post the link to the partner page.  Andi is also open to having office hours if you have suggestions for good times, please email her at andrea.grabemeyer@illilnois.gov.
• Customer list for Multiple Providers: If a customer is assigned to multiple agencies, “Multiple Providers” is listed on the customer list in the Provider column. If you hover over it and it will list what providers they are enrolled with. 
• Bugs: There are people showing up on the 4333 because of a date filter issue from FY24. This issue should be fixed as of 7/26/24.
• 4333: For a customer to show on up on the 4333, a customer must have:
• Open Enrollment
• Open Snap E & T activities

Questions & Comments

• Exit Process: Overview tab > Completed / Exited section
• All activities need to have a completion date to be closed. 
• A checklist is provided in this section for you to use when exiting a customer. 
• The box will be checked next to “All SNAP E&T activities”.
• Measurable Skill Gain and Industry Credentials are not required, but after a customer has been exited, you will not be able to edit this section or add them later.  
• Select the program name from the dropdown list. 
• If the customer is enrolled in two programs, they will need to be exited from both. 
• Select a Completion status:
• Unsuccessful Completion
• Successful Completion
• Successfully Employed
• Enter a Program Completion Date
• Then click Save.
• There will be a confirmation row showing the program data and that the customer has been closed. 
• After exiting the customer, you can click Overview tab > Employment (POST-EXIT) to enter their Employment. 
• You can enter employment for up to 60 days for it to count towards your organization’s outcome.
• Post Exit: Overview tab > POST-EXIT OPTIONS
• Success Stories: Click Add Success Story to add a success story about a customer.
• Follow-up: Follow-up notes can be added here.
• Expired Referrals: find them by filtering the Customer List > Expired Referrals
• The referral expires 90 days after being submitted. This status means there was a referral that was sent to you and if it did not get processed during a certain time, it gets marked as expired.
• The expired referral gets added to a list on the Dashboard for IDHS to follow up to ensure that they were taken care of. 
• Rejecting Referrals: If a referral is sent to you and you reject the referral, be sure to include notes in the “Provider Notes” section for the reason(s) why.
• Adding Employment: If you do not add Employment, it will not show up on your Outcomes Report and you will not get credit. 
• Remember to close out Activities a customer is no longer participating in if they are working. 
• Employment Verification must be uploaded during the 90 day Job Retention period.
• Will not display as verified in Employment Report until box is checked by your IDHS Provider Manager. There is a message that will appear until this is done.
• Employment Verification Status will be changed automatically when the entire process is complete (i.e. a Provider Manager has approved verification documents uploaded by a Provider).​
  

• ​Release Notes:  Next production push is Thursday, 6/27.  Please make sure you are watching the release videos prior to the TA calls. The release videos are posted here. *Bookmark this page.

• All providers must submit all FY24 data by August 30th, 2024!

• Finishing FY24 in ISETS: Because June is the end of the FY and the end of Q4 there are some things that you will need to do for reporting that are in addition to the regular monthly staffing and billing report: the Quarterly Interest Report and the Periodic Performance Report (PPR). Watch the recording for a review of those. Be sure submit a Help Request if you are having any issues with your data or think that it is not acting like it should be

• Amended Staffing & Billings: Through the end of FY24 amendments will continue to be manual. All data and billings will be finalized and locked on august 30, 2024. So, make sure all of your data entry and reporting for FY24 is accurate and complete before that date. If you have any changes or billings after that date, you will need to submit both an Amended Staffing & Billing AND submit the billing through Court of Claims (a lengthy process so avoid this if at all possible).

​Questions & Comments

• PPR Form: The new PPR form is live and available.  Please watch the release notes or the recording of this TA session for a tutorial. This form has been created in preparation for the discontinuation of the PPTT. We have been preparing for this eventuality all year. Please take all measures to ensure that the data you enter into ISETS is accurate and complete so that we don’t need to keep the PPTT. The PPR form can be downloaded, completed, and saved, then the completed form may be uploaded to ISETS. Please use the last quarter reporting period to practice this as you will need to do this each quarter in FY25. Your Provider Manager will let you know when the PPTT is officially no longer required.​

IDHS Announcements:

• Release Notes:  Next production push is Thursday, 5/30.  Please make sure you are watching the release videos prior to the TA calls. The release videos are posted here. *Bookmark this page.
• Help Requests: When submitting a Help Request, be sure to cc your provider manager, and include screenshots, links, and full details of the issue
• Inactive Customers: Several providers have inactive customers that do not have any active SNAP E & T Activities, do not show up on your 4333, and they haven’t been exited. There is a bunch from FY23 and also FY24. 
• Do a customer search for customers with an “Inactive” SNAP E&T status. On the customer list, in the column with the header “E&T Status” it will show Inactive or Active.  
• Inactive should mean someone is sick or temporarily absent, maybe coming back, and should only be marked this way for 90 days max. We are currently working on defining the data policy for these. We anticipate that after 6 months, these may be automatically exited to avoid customers from being left in “limbo” in this status indefinitely if Providers fail to properly exit their customers.  We have not yet determined what the consequences of this are.
• If a customer is inactive for more than 90 days (no movement on account and not showing on 4333), you need to go back and clean that up and exit the person if you are no longer working with them. 
• How to exit a customer:
• If they have open activities, close them out, choose an end date (you can always choose the last date of the last fiscal year – June 30, 2023). 
• Go to the “Outcomes” tab, scroll down to the “Completed/Exited” section and complete the boxes. (If you just change the E& T Status (in the status box) on the Overview tab, it does not exit the customer.)
•  An MSG and Industry Recognized Credential are optional. 
• If the customer made some gains but has not gained employment, choose Exited – Unsuccessful Completion for now. We will add an option that says  "Exited - Some Progress Made".
• If the customer did not make any gains, choose “Exited – Unsuccessful Completion”.
• Needs Verification SNAP Eligibility Status: To search for customers with “Needs Verification” status: Go to the Advanced Search, and under the SNAP Eligibility status, filter for Needs Verification. You may want to filter this for just FY24 or certain E&T statuses (like Active).
• If the customer has been exited, and the SNAP Eligibility status says, “Needs Verification”, do not worry about this. This is to let everyone (Providers and IDHS) know that the customer may have lost their SNAP benefits.  However, still go and check those customers to make sure you have exited them and their activities are closed per the above announcement.
• If a customer is active and they are red flagged for potentially losing their benefits, you will want to make sure they are eligible before June 1st. This is a flag for you to check with your provider or workforce development to ensure they are eligible for SNAP benefits prior to June 1st. If they are not eligible, then you can call the customer and let them know.
• If a customer is in Job Retention, and they have the red flag for SNAP benefits, anyone who is in Job Retention is eligible for SNAP E&T. You still serve them for the entire 90-day job period. If someone loses their job during JR and they want to come back, you need to make sure they have their SNAP benefits before they go into a new SNAP E&T activity.
• The Job Retention status is one exception to the general rule that a customer must be receiving SNAP benefits to be eligible for SNAP E&T services.  So they could be marked as ineligible for SNAP, but still be eligible for SNAP E&T services because they’re in that Job Retention period.  A customer does not have to receive SNAP to get Job Retention services if they are enrolled and active in SNAP E&T prior to becoming employed.
• If a customer is not eligible for SNAP E&T, then they are not eligible for any support services. You must be enrolled in a SNAP E&T program and have an open SNAP E&T activity- that means you must have had a referral accepted and a start date for the activity enrolled.
• If a customer comes to you today,  has a job tomorrow, but needs support services, that doesn't qualify unless they're enrolled in SNAP E&T program. They must be enrolled in SNAP E&T activities prior to gaining employment to be eligible for JR. They can be enrolled in Supervised Job Search for 1 day and start a job the next day and go into Job Retention. They get 90 days of services even if they lost their SNAP benefits because of their job. 
• If someone is not receiving SNAP, and the provider is requesting a referral, that referral would be denied because the customer is not SNAP E&T eligible if the referral is being made when they are not eligible.
• April Staffings: If your April 4333 (report of all customers that received services that month) is not correct and people have an incorrect SNAP E & T status, submit a Help Request to have it looked at.  There is a known issue effecting some of these, a recent change in the ability to add changes in SNAP E&T Status in the past affected April only and we don’t anticipate it effecting any more moving forward.

Questions & Comments

• Finding Rejected Referrals: The Dashboard Pending Referral section is still being worked on. In the meantime, go to the customer list and search “Referral Rejected” in the E&T status filter. All rejected referrals should be shown here. You can also check the referral section on the Overview tab for more details about the referral. 
• Not Enrolled or Never Active status: The “Not Enrolled” status means that you may have received a referral, but they never were enrolled in the program. If they were in fact enrolled in the program, and very early on they dropped out, that status is “Never Active”. Go ahead and exit this person eventually if they never come back.  
• Ineligibility for Redetermination: When a customer becomes ineligible for the reason of redetermination usually takes a week or two.  During that period, their SNAP E&T status can be marked as “Inactive”. If they are not eligible, like if they've missed their redetermination date, but you still want to work with them, switch them over to “Inactive” status and just make sure that you do not give them any sort of support services because if they're not eligible, those support services will not be reimbursable.  When their redetermination is processed/approved and they become eligible again, you can move them back to “Active” status and they can again receive Support Services.​

• Release Notes:  Next production push is Thursday, 5/2.  The demo video has been uploaded to the Partner page. Please check the email that was sent out. Workforce and Education Partners (illinoisworknet.com). *Bookmark this page.
• Amended Staffing and Billing Module coming: Please accept your referrals from DHS. We have over 50 pending referrals to providers. An simplified process to accept them will be added in the 5/2 system update. Please watch the release demo video for this. The lines on the dashboard are still not working properly so in the meantime, search for your referrals using the customer search feature. To find these, you must filter by Provider name, FY24, and E&T Status “Pending Referral Approval”. You can even sort by Assessment date to put them in chronological order. You have 48 hours to process these and some are over a month old. Referrals expire after 90 days, after which you will need to do a new referral if you want to work with that customer.
• Support Service Overrides: Support service overrides have all been approved for the month of April. Please notify your Provider Manager if you need one approved right away, otherwise IDHS management will be working on making sure these are approved timely.
• Pending Application Status: There are some customers who have a SNAP Eligibility status of “Pending Application” these are customers who never made it through the referral process for whatever reason. If you search for a list of these customers for your agency, please make sure you either finish the referral/enrollment process. ISETS staff will be working on cleaning these up on the back end for past years.
• Amendments & Audits: Do not change past PPTT months after submission unless you have been asked to do so to correct data to match with ISETS. For more information contact Michelle Kraus.

Questions & Comments

• Appearing on a 4333: To appear on the 4333 report a customer must have a SNAP E&T activity with the Started/Open status and with dates that span the month the report is for. This information can be found on page 56 of the ISETS Provider Manual. If someone is not showing up on the report, it means one of the necessary pieces of the puzzle is missing (e.g., accepted referral or enrollment).
• Suggested changes to ISETS: 
• Add 100 as a possible view number to the reports instead of a max of 50.
• Add automatic 90 day end date based on the start date of a Job Retention activity.
• Employment verification: Providers must upload employment verification in the Employment section only once. If someone shows up on the Employment report as “No” under the Employment Verification column, click on it and make sure that you’ve uploaded the verification and that your Provider Manager has approved it. Then they will switch to Yes. All employed customers should say “Yes” in that column before the Staffing is complete.
• Optional Outcomes: Measurable skill gains, credentials earned, success stories, and Follow-up are optional in the Outcomes tab on a customer record.
• Adding employment: If employment is less than 20 hours the system will automatically add the E-Employment activity. That activity must be opened in the Employment Plan. This customer is still eligible for all services and nothing more needs to be done. If employment is 20+ hours, the system will automatically add the JR- Job Retention activity to the Employment Plan and change the SNAP E&T status to Retention. That activity must be opened and you must follow up with that customer every 30 days and add a case note in the Employment section of their case file. All other SNAP activities should be closed and the customer should be exited after 90 days of JR.​

IDHS Announcements:

• Billings Finalized and Locked: Michelle will be getting in touch with most providers. She is completing all the past billing section of the Staffing and Billing module which will lock the billing for that period. She will make sure the staffing is completed, checking the PPTT.  Don’t be surprised if you hear from Michelle. She may need dates and confirmation from you.  
• TA calls: Andi has sent out invitations to all TA calls through the end of April to ensure everyone is invited.
• Release Notes: TA calls will no longer contain release/updates. You can access the written release notes and demo video by visiting the Workforce and Education Partners ISETS Training Materials (illinoisworknet.com) and clicking on their respective links.
• NEW! On the ISETS Partner page, where the meeting notes are posted, release recordings will also now be posted.  So, if you are interested in what the release changes are, you can come to the training materials and watch the videos. 
• Employment Verification: As a Provider, you go in to add the verification, you only need to do that once. We are hoping you do it within the first 30 days, but you can upload it at any time. If the employment verification says “No” in the Employment Report, you can click on the link, go to customer’s profile, scroll down to the employment section, look at the benchmarks, there is a place for uploading a verification document. After you upload the document, it has an area for you to enter case notes. As job retention you should be entering your 30-, 60-, and 90-day case notes. You only need to add your verification once. If all of this is added, then you should be good.  Provider Managers should also be verifying by checking their box as well.
• We do have an area on the Dashboard that has been outlined in the release notes, where you can check anyone that is over 90 days on their retention. Make sure you check this regularly. Check your provider manual for acceptable verifications. 
• Assessment Updates: When you look on the Overview page, in the Status section, there is a message there that says when the Universal and Needs Assessment was completed.  That is where the message will be if it hasn’t been completed in the last 12 months.  To view this on the Dashboard, click Dashboard > Activities > “Assessments Updates Needed”.  
• If a customer leaves and returns, even if the full assessment (needs assessment) is 5 months old, you should be checking it to see if it has changed since the customer has left and come back.  What changed for the customer to leave and then return?  For customers who were exited more than 45 days ago you need to send a new referral, no matter how old the assessment is- you should be updating it or completing a new one.
• Planned update: If you are trying to send in a referral for someone who has an assessment older than 12 months old, it will automatically send you to the assessment before you can send the referral.
• Pending Referrals: There are some referrals that are still in the system that Providers have not accepted.  The search for these is working right now. If you go to the Customer List > Advanced Search > E&T Status: Pending Referral, it will show you all your pending referrals. There really shouldn’t be that many in the list. 
• Feedback Survey: If you haven’t yet, look for that email in your inbox. It closes at the end of March. We would like to get as much feedback as possible so we can continue to make the system better for you to use.  Please take about 5 minutes to complete a survey about the ISETS system by clicking on this link: https://www.surveymonkey.com/r/ISETSQ42024

Known Issues: (These items are on the Updates & Releases section of the partner page as well as the Help Desk (main page of Help Request).  *Please check to see if your issue is already listed as a known issue before you submit a Help Request. The following are all scheduled for release on 4/4/24.

• If you submitted a Help Request to remove verified attendance, we need the following to fix: Customer Name, Activity, and time period that needs to be unverified in the initial request. 
• When adding a customer, if you get to the point of searching for the assessments, if it continues to search for a while for an assessment, you can X that box on the modal and send a Help Request with the customer’s name and the individual ID.
• Customer List not Exporting: If you need a list of your customers and the items you want exported, send a Help Request with the specifics. 
• A fix is scheduled for the 2606 box not checking.
• Customer Overview > Customer Forms > Click 4334/2610/2606 from dropdown list results in an error.  If you cannot complete the 4334 just put a note that you can’t submit your 4334.  Don’t delay your staffings.  Do it by paper version.
• Dashboard > Referrals > Pending Response from Provider is not currently working.​