Assistance and Support at Systems Help Desk
Discover how the Systems Help Desk can assist you with password resets, differences from Payments Help Desk, ENs/VRs contact options, and Ticket Portal preparation. Learn about secure provider portal activation, password criteria, deactivation processes, and portal functions.
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Presentation Transcript
Ticket to Work Program Systems Help Desk 101
Objectives Identify four ways the Systems Help Desk can assist you. Describe the process of resetting your password. Discuss the differences between the Systems Help Desk and the Payments Help Desk. Identify the different options ENs/VRs have available to contact the Operations Support Manager. Describe the steps involved with preparing for the Ticket Portal. 2
Anna 4
Secure Provider Portal Activation Request from EN s Signatory Authority Cleared Suitability through Social Security Administration (SSA) DUNS Number Email Address Phone Number (that will be answered for each Secure Provider Portal log in) 5
Passwords Expires every 90 days Can be reset prior to expiration by the user Forgot Password option Password criteria (at least): Eight characters One capital letter; (ABC ) One Number; (0123 ) One symbol (!Z#$...) Ex. TUV123=z 6
Deactivation/Lockout Secure Provider Portal accounts deactivate after 60 days of inactivity. A Lock-Out occurs after three unsuccessful log-in attempts. The EN Systems Help Desk reactivates and unlocks Portal accounts after lockout. 7
Secure Provider Portal Functions Assignability Assignment Payments Performance Account Management Other Functions Resources 8
Other Issues Assignability Timely Progress Review (TPR) 9
Systems Help Desk vs. Payments Help Desk Systems Help Desk Payments Help Desk Password Reset Assignability Issues Individual Work Plan Issues Timely Progress Review Issues Secure Provider Portal Functionality Payment Requests Documentation Issues Follow up on Payment Requests Review Payment Details 10
Systems Help Desk Hours and Contact Information Available Monday Friday 9 AM to 5 PM EST Phone: 1.866.949.3687, option 2 and option 2 Fax: 703.893.4020 Ensystemshelp@yourtickettowork.com 11
EN Payment Desk Hours and Contact Information Available Monday Friday 9 AM to 5 PM EST Phone: 1.866.949.3687, option 2 and option 1 Fax: 703.893.4020 ENPaymentsHelpDesk@yourtickettowork.com 12
Other Resources General Inquiries Enoperations@yourtickettowork.com Timely Progress Reviews TPRhelpdesk@yourtickettowork.com State Vocational Rehabilitation Agencies svrhelpdesk@yourtickettowork.com Program Integrity Hotline Phone: 1.888.407.4723; Email: ProgramIntegrity@yourtickettowork.com; Hours: 24 hours, 7 days a week 13
Ticket Portal Requirements Suitability EN and VR Suitability Guides Suitability Forms Create a mySSA Account with extra security Create a mySSA Account Security Awareness Contractor Personnel Security Certification Form 15
Remember Your Social Security Information is confidential 16
Questions 17
