IES External User Escalation Guide (for ASAs and DHS/HFS Liaisons)

  1. INTEGRATED ELIGIBILTY SYSTEM
  2. IES SUPPORT
  3. TROUBLESHOOTING INSTRUCTIONS AND NEXT
  4. REPORTING AND ESCALATING A PROBLEM
  5. CAUTION: Personally Identifiable Information (PII)

The purpose of this document is to outline a uniform process for troubleshooting problems and escalating issues encountered in IES by individuals and agencies outside of DHS and HFS.

INTEGRATED ELIGIBILTY SYSTEM

The Integrated Eligibility System (IES) is a new public benefits eligibility and case management system. The IES implementation is a joint initiative by the Illinois Department of Healthcare and Family Services (HFS) and Illinois Department of Human Services (DHS). This process document is a resource for DHS and HFS Liaisons who are DHS and HFS staff that will support IES Agency Security Administrators (ASAs) at other state agencies, contractual and partner Agencies, and external agencies that will be using IES in an Inquiry or Update capacity to help DHS/HFS customers.

Each external agency will designate an ASA who will be responsible for attending communication briefings, reviewing updates and alerts on the IES External User Resource Center page on to troubleshoot page, and providing basic troubleshooting for their end users. The State has designated a DHS/HFS Liaison to each external agency as set out in the Reporting and Escalating an Issue section below.

IES SUPPORT

Step1:

User refers to training materials, IES External User Resource Center and External User IES Troubleshooting Guide

Step 2:

User notifies the ASA if they can't resolve problem

Step 3:

ASA escalates problem as needed following written guidelines

End Users will have access to the following resources in order to resolve their issues themselves:

  • IES Training Materials

    •  End Users should following their Training Roadmaps and take all assigned training that include Computer Based Tutorials (CBTs) that review access, functionality and terminology in IES, and Job Aids that will help Users with their specific screens, understand Multi-Factor Authentication (MFA), and the process to log in to IES.
  • IES Communications

    • The IES External User Resource Center will also notify users when there are known problems with IES, outages, or solutions to commonly encountered problems. http://www.dhs.state.il.us/page.aspx?item=76484
  • External User IES Troubleshooting Guide

    • This Guide contains troubleshooting tips and escalation instructions. It will be shared with external agencies as part of training and communications and will be on the IES External User page for reference.
  • If, after reviewing the resources above, an End User is not able to resolve an issue themselves, their IES Agency Security Administrators (ASA) will be the first line of support ASAs should attempt to troubleshoot the issue and if they cannot, should escalate the issue following the steps in the Troubleshooting Instructions and Next Steps section below.
  • HFS and DHS Liaisons will provide support for ASAs and will escalate problem. ASAs should review the Troubleshooting Instructions and Next Steps section below and if they cannot resolve a user's problem, they will follow the 'next steps' necessary to escalate the user's problem for resolution.
  • The Troubleshooting Instructions and Next Steps section covers four broad categories of potential user issues: Active Directory ID and password support; Multi Factor Authentication support, IES functionality questions, and IES error messages. The table below outlines the various entities that handle problems in these categories. Please follow the specified course of action for the type of issue you are experiencing.

TROUBLESHOOTING INSTRUCTIONS AND NEXT

Issue User Troubleshooting Step Next Steps for ASA
Obtaining Active Directory ID (Username)
Problem Obtaining Active Directory ID Make sure the user has entered data exactly as it appears on the Driver's License - if the information does not match exactly, they will not be verified and authenticated. If still not authenticating - move to Next Steps If you cannot resolve the problem, an Enterprise Service Request (ESR) will need to be created. If you are a state agency you may complete your own ESR to forward to CMS. If you are not a state agency, contact your Liaison to complete this request
Active Directory ID - State employment name does not match Driver's License State employees whose state employment record does not match their Driver's License will not be authenticated. You will need to complete the same process as above. If you cannot resolve the problem, an Enterprise Service Request (ESR) will need to be created. If you are a state agency you may complete your own ESR to forward to CMS. If you are not a state agency, contact your Liaison to complete this request.
User must have an IL Driver's License. Out of state DL or IL state ID cannot be used. User contacts ASA If you cannot resolve the problem, an Enterprise Service Request (ESR) will need to be created. If you are a state agency you may complete your own ESR to forward to CMS. If you are not a state agency, contact your Liaison to complete this request.
You have completed the process of obtaining your Active Directory ID, but you do not know your Username and/or Password so that you can log-In to IES. Return to http://id.illinois.gov and click on 'Reset your Password or Unlock your Account'. If you are a state employee, select your agency, if your agency is not listed choose, Other Employee [SPS]. If you are not a state employee choose General Public. If you are not sure of your username, try your firtsname.lastname, e.g., John.Smith.

Only the DoIT Help Desk can reset Active Directory (firstname.lastname) passwords. End Users should contact the DoIT Help Desk at (217) 524-3648 V, (312) 814-3648 V, (866) 277-5669 TTY .

https://www2.illinois.gov/sites/doit/support/Pages/ReportAProblem.aspx

Logging into IES and MFA
Entered known Username & Password but receive an error message and cannot get in to IES  After 3 incorrect login attempts, users will be locked out of IES and their password will need to be reset. First try the self-service process as described above. If you are not successful proceed to Next Steps. If the End User is unsuccessful with the self-service password reset function, their password will need to be reset administratively.

Only the DoIT Help Desk can reset their Active Directory (firstname.lastname) password. The End User should contact the DoITHelp Desk at (217) 524-3648 V, (312) 814-3648 V, (866) 277-5669 TTY or

https://www2.illinois.gov/sites/doit/support/Pages/ReportAProblem.aspx

Problem with MFA process -

Did not receive an emailed Access Code

Sometimes there is a lag in receiving the email with the code - wait 10 minutes before asking that a new code be resent. If you still do not receive the access code within 10 minutes, proceed to Next Steps Assess the problem and contact HFS or DHS Liaison to check the accuracy of the name and email address HFS/DHS has listed in their IES user database and ask for correction in IES if necessary. Follow the reporting steps in Reporting and Escalating a Problem section below.
MFA - you receive an error message that the Access Code entered is incorrect Check to see that user entered the number correctly. The access code is only valid for 10 minutes. If it has been longer than 10 minutes since receipt of the code, click on Resend Access Code for a new code. If this does not work proceed to Next Steps ASA should contact HFS or DHS Liaison if the problem cannot be identified. Follow the reporting steps in Reporting and Escalating a Problem section below.
You receive an error message saying your account has been locked User account can be locked for a variety of reasons including expiration of password, incorrectly entering access code, or incorrect log-in information. Try to establish the reason you have been 'locked' out, as there are different steps to follow depending on the reason. Take a screen shot of the error message if possible. If you cannot establish a reason or solution, proceed to Next Steps ASA should contact HFS or DHS Liaison if the problem cannot be identified. Follow the reporting steps in Reporting and Escalating a Problem section below.
Understanding and Navigating IES
Do not understand the client information in IES User should first refer to CBTs and Job Aids. Case Structure CBT should help to understand how information is presented, while other tools will help you to find needed information. If user still cannot understand information they should consult with ASA

Act as resource and IES expert, if you do not know answer, check with your HFS or DHS Liaison or email questions to: HFS.PacisTransition@illinois.gov  

Follow the reporting steps in Reporting and Escalating a Problem section below. Remember not to include PII!

Black out this information on screenshots

Cannot find client but they tell me they have a benefit User should utilize all search functionality that they have access to. Sometimes an address search will find clients when a name or birthdate may be incorrect. Using address user can obtain Case or EDG Number for an eligibility search. Still cannot find client? Consult with ASA. Act as resource and IES expert, if you do not know answer, contact your Liaison who may also send the question to: HFS.PacisTransition@illinois.gov if needed. Follow the reporting steps in Reporting and Escalating a Problem section below. Remember not to include PII! Black out this information on screenshots
Technical Issue in viewing pages in IES. Some examples could include screens freezing, getting 'kicked out', or information not displaying correctly. Report problem to your ASA with as much information as possible. Report directly to your HFS/DHS Liaison as set out in the table Follow the reporting steps in Reporting and Escalating a Problem section below.


REPORTING AND ESCALATING A PROBLEM

  • If an ASA cannot resolve an issue, they will escalate it to either their DHS/HFS Liaison or directly to the User Support Center depending on the audience group (state versus external) and functionality. The table below sets out where an ASA should escalate an issue. It is critical that you follow the correct path. If an ASA goes to the USC when they have been instructed to go to their DHS/HFS Liaison, they will be sent back to their Liaison.

After following the Troubleshooting Instructions and Next Steps, if a problem cannot be resolved, ASAs should escalate to the following:

Agency Escalate to DHS/HFS Staff Liaison or,
in limited circumstances, may go directly to the USC
Contact Email
DCFS Technical Support & Eligibility Roles  User Support Center
1-855-345-5448
customerservice@iessupportcenter.com
DCFS Inquiry only role Sherrie Devening
217-524-6186 
Sherrie.Devening@illinois.gov
DCEO User Support Center
1-855-345-5448
customerservice@iessupportcenter.com
DCEO Contractors WIOA & EPIC:
Kris Theilen: 217.557.5559
LIHEAP, HWAP, CSBG:Leslie Ann Lesko 217.557.0173
Kristofer.Theilen@illinois.gov
LeslieAnn.Lesko@illinois.gov
Social Security Administration SSA ASA, Gail James
312.575.4246
Gail.James@SSA.gov
Child Care Contractual Agencies  Loretta Davis-technical
Michael Garner-Jones-content
Loretta.Davis@illinois.gov 
Michael.GarnerJones@illinois.gov
Chrysalis (HFS SASS Vendor)  Sara Reardon Sara.Reardon@illinois.gov
Appeals/ Managed Care Providers  DHS: Mike Callaway: 312.793.8694
HFS: Leslie Ann Taylor: 312.793.4801
mike.callaway@illinois.gov 
LeslieAnn.Taylor@illinois.gov
DOC/Wexford  Margaret Dunne HFS.PacisTransition@illinois.gov
WVS/SNAP Contractual Agencies  Joy Marion
Rena Bryson-back-up
Joy.Marion@illinois.gov 
Rena.Bryson@illinois.gov
Illinois State Police  J. Mitch Davis: 217.558.6364
Margaret Dunne
j.mitch.davis@illinois.gov 
HFS.PacisTransition@illinois.gov
Department of Aging  Margaret Dunne HFS.PacisTransition@illinois.gov
DRS (Division of DHS)  DHS Rehabilitation Technology Section DHS.RehabTech@Illinois.gov
DMH (Division of DHS)  Doug Woods 217.524.2286 douglas.woods@illinois.gov
DDD (Division of DHS) John McNamara: 217.782.6056
Jay Bohn:  217.558.1361
john.mcnamara@illinois.gov 
Jay.bohn@illinois.gov
Remaining Agencies Margaret Dunne HFS.PacisTransition@illinois.gov

When reporting an issue, it is critical that you provide complete information. You should be prepared with the following information if you call in the problem or you should include the following information in an email if you send the problem by email.

  1. Description of the problem. Begin with a short label as described below.
    • IES - Active Directory
    • IES - MFA
    • IES - Other Registration Issue
    • IES - Understanding client information
    • IES - Incorrect information
    • IES - Technical problems in accessing or navigating pages
    • IES - Search issues
  2. Customer's name and application or case number. If the issue was encountered for a specific customer, please provide this information. See the CAUTION: Personally Identifiable Information section below for instructions on handling sensitive information.
  3. Agency name and Provider # (if applicable). The agency that is reporting the problem and their provider number.
  4. Short narrative description of the problem
  5. Page Location. The page or area of the Application where the problem occurred or question revolves around.
  6. Time & Date. The approximate time and date the problem occurred.
  7. Screen shot, if available

CAUTION: Personally Identifiable Information (PII)

When reporting IES or ABE problems, users should NEVER include a client's personally identifiable information, for example first and last name in combination with a birthdate or social security number. Be especially careful of screenshots with PII, if a Social Security Number is included in a screenshot the screenshot should be encrypted, or the PII information blacked out with a text box. T-Numbers or case numbers are not PII.