Technical FAQ (Frequently Asked Questions) for TEIDS
Last Updated: 12/27/2010
Q: The summary report and untimely-child-level detail on the Timely Delivery of Service Report do not match. What might be the reason?
Q: What procedures should I follow to report a problem with TEIDS?
Q: When I try to view the IFSP document, I get the error like “A Crystal Reports job failed because a free license could not be obtained...” What should I do?
Q: The POE County Referral Report is incorrect for our District – We do not include Anderson, Hickman, Tipton, Union and Wilson Counties. But why do these counties show on our county referral report?
Q: My service provider complains that they could not see the child on their workload. What could be the reason?
Q: What precaution should I take when I edit/delete a planned service?
Q: If COTA and OT are swapped back and forth between sessions, how do we handle this on the planned service page?
Q: When I transfer a childto another district, what precaution should we take?
Q: When you delete a plannedservice, it gives a generic Oracle error message. What is wrong with this?
Q: We have Jane Doe as service provideron the planned service for a specific child, but she said that she could not enter any service log for the child. Why is thishappening?
Q: How can we correct a wrong contact log?
Q: If a service coordinator or service provider no longer worked with us, what should we do in TEIDS? (Applied Users: POE Admin; Applied Pages: Manage User)
Q: The TEIDS Support team has added the provider agencies to the system, why cannot our service coordinators see them in the provider list on Planned Service page? (Applied Users: POE Admin, SC; Applied Pages: Add User, Manage User, Planned Service)
Q: In the case that there is only one user profile for an individual type of agency, should we check “#7. Is User an Agency Administrator for Provider?” at [ADD USER] page or [UPDATE USER] page? (Applied Users: POE Admin; Applied Pages: Add User, Manage User)
Q: Can I run TEIDS by using the dial-up connection?
Q: Can TEIDS be run on Netscape, Firefox, Safari, etc?
Q: What environment does user need torun TEIDS?
Q: How does TEIDS determine the 6-month-review IFSP due date and the annual IFSP due date?
Q: Can the User IDget changed in the case that a woman gets married and last name is changed?
Q: As a district admin user, what precaution should we take to add users to TEIDS?
Q: What should I do after a child gets transferred to our district?
Q: How can I just enter45 minutes for intensity on planned service page?
Q: What could affect the performance of TEIDS?
Q: On planned service, if we need to enter a frequency for once every 6 weeks, how can we do that?
Q: If a child was eligible at first and IFSP(s) have been developed, then became ineligible, how to handle it in TEIDS?
Q: How can we add an agency in TEIDS?
Q: How can we re-open a closed case?
Q: We created a duplicate record of a child. Can you remove one of them?
Q: We are in the process of entering provider's staff members into TEIDS. We have a question, DMRS, TIPS and some private providers work with other districts. When we try to create them in TEIDS it will not allow me and states the person is already in the system. What do we do?
Q: What is the formula used in TEIDS tocalculate the % of Delay?
Q: When the services change as a result of a review, how are these services to be numbered? Do we keep the original numbers and change them or do we just add and deleteservices then renumber them. We have been leaving the numbers as they are and not changing them.
Q: When we are changing a provider via a review change, we are changing the provider on the new review and changing the start date on the planned service page. If we are discontinuing a service on a review change we are deleting the service from the planned service page.Is this right?
Q: A user in my district lost his/her password, how can I change it?
Q: Should I put all the IFSPs for a child in sequence?
Q: The summary report and untimely-child-level detail on the Timely Delivery of Service Report do not match. What might be the reason?
A: In general, a discrepancy might exist since we have agency and provider information on the untimely child-level-detail. The summary report will work fine. The untimely child-level-detail might contain additional records.
Following scenario illustrates how this might happen:
If a child has ST (start date 1/1/2010) with provider John Dole on planned service, the first service was delivered on 1/15/2010, so we consider this timely service.
On 3/1/2010, the ST (start date still 1/1/2010) got changed to Jane Smith. Her first delivered service was on 4/2/2010. Then this was untimely and this child will show on the untimely child-level-detail, but not show on summary report, since in summary report, it will only count service without considering providers.
Q: What procedures should I follow to report a problem in TEIDS?
A:
(1) Please test it again
(2) If the problem persists, please test it on at least another computer with high-speed Internet connection (preferably in a different location) before reporting the problem. If it is working fine on another computer, most likely there is something wrong with your computer. In that case, please contact your agency’s computer technician to check it out.
(3) If it does not work on another computer at all, please report to us with all the detailed information, including but not limited to all the process and information to reproduce the problem, child id, name, planned service and service log (if applicable) and have a coherent subject line in the email.
(4) Along with the email, please send us a screen shot for the page on which you are having problem. Screen shot can be made by pressing [Print Screen] or [Prnt Scrn] on your keyboard, open your WORD software and paste it there. You should be able to see that the page’s screen is copied to WORD. Attach this to your email.
(5) Leave your phone if possible in case the support team wants to call you to get more information.
(6) Optional: We might also like to know your computer type (Dell, HP, or Mac.), operating system (Windows XP, Vista, 2000, etc.), and web browser (Internet Explorer, Netscape, etc.)
Q: When I try to view the IFSP document, I get the error like “A Crystal Reports job failed because a free license could not be obtained...” What should I do?
A: This is rare, but can happen when too many users try to use the report feature at the same time. You can try to view the IFSP document later or preferably at a time when the system is not busy, such as before 9 am or after 4 pm on workdays.
Q: The POE County Referral Report is incorrect for our District – We do not include Anderson, Hickman, Tipton, Union and Wilson Counties. But why do these counties show on our county referral report?
A: The [County Referral Report] is based on the child's residence county, not the county the district have services. For some reason, you might get a few referralsfor the children resided in the counties, which are not in your district service area. If you want to know who these children are, you could run the [planned service report] to check them out.
Q: My service provider complains that they could not see the child on their workload. What could be the reason?
A: One reason could be that the service provider might have different user IDs in TEIDS. If this is case, please make sure the service provider use the proper user ID, which corresponds to the user profile in the child’s planned service.
The second reason could be that the planned service associated with the service provider is not current (The logon date is not falling into the planned service period for that particular service provider). If this is the case, please let service provider user click on the [Search Child] button on the home page to search this child.
The third reason could be that the current IFSP, which has the planned service with the service provider, is not defined yet and it is pending. If this is the case, please ask the service coordinator to define the IFSP from pending.
Q: What precaution should I take when I edit/delete a planned service?
A: You should be very careful when modifying the planned service. Make sure it will not create conflict with existing service logs. Please check whether there are service log enteries associated with the particular planned service or not. If there is no service logs associated with it. You are free to modify any part of the planned service
You will not be able to delete a planned service unless you have removed all the service logs associated with it. (You can not removed the service logs unless you have removed all the account payable items associated with the service logs)
If you need to change service provider, you should understand that after the change, the old service provider would not be able to enter the service logs any more. You might want to leave time for the old service provider to finish the service logs before the change.
If you need to change service dates on planned service and if there are already service logs with the specific planned service, make sure it will not create any conflict between the planned service with the existing service log.
Q: If COTA and OT is swapped back and forth between sessions, how do we handle this on the planned service page?
A: Create one plannedservice for each of them and treat OT and COTA as totally different services from data point of view: Occupational Therapy for OT and Occupational Therapy Assistance for COTA. Each of them will log their own service log entries separately.
Q: When I transfer a child to another district, what precaution should I take?
A: Before you transfer the child to another district, please put child’s new address and contact information into the comment section of the child’s demographic page and parents page respectively. Make sure that you enter all the data before the transfer, like contact logs, service logs, account payable, etc. After the transfer, you will not be able to access the child’s record.
Q: When you delete a planned service, it gives a generic Oracle error message. What is wrong with this?
A: For District Admin users, before you try to delete a planned service, please make sure that there is no service log associated with it yet. If there are service logs with the planned service,youshould contact TEIDS support todelete the service logs associated with the planned service in the specific IFSP and then you will be able to delete the planned service.
Q: We have Jane Doe as service provider on the planned service for a specific child, but she said that she could not enter any service log for the child. Why is this happening?
A: The reason could be that the current IFSP is pending. Service log cannot be entered for the pending IFSP. Service coordinators should not use [Prepopulate Next Draft IFSP] to create a pending IFSP until it is time to create the next IFSP. After the pending IFSP has been created, the service coordinators should define the newly created IFSP (Change IFSP Date, type, contents, assessment/evaluation, eligibility, goals, planned services, etc) as soon as possible, preferably in an hour. Leaving IFSP as pending could be very confusing and could create variety of problems.
Q: How can we correct a wrong contact log?
District users or provider users cannot edit contact log. If there is something wrong with a contact log, just amend another contact log with the same date and method, and in the note section, indicate that this new contact log is to cancel or modify a previous contact log. Please send the request to state support team.
Q: If a service coordinator or service provider no longer worked with us, what should we do in TEIDS? (Applied Users: POE Admin; Applied Pages: Manage User)
A: You should INACTIVATE the user profile(s) for that user by clicking [Edit User] on home page, then uncheck [User Is Active] on Edit User page and save it. After the user becomes inactive, she/he will not be able to logon to TEIDS again. If a person has more than one user profiles, such as a service provider serves more than one agencies, you have to inactivate all of them.
Q: The TEIDS Support team has added the provider agencies to the system, why cannot our service coordinators see them in the provider list on Planned Service page? (Applied Users: POE Admin, SC; Applied Pages: Add User, Manage User, Planned Service)
A: After an agency has been added to TEIDS, the district administrators have to add user profiles on [ADD USER] page for each individual provider in the agency before the provider(s) can show in the provider list on Planned Service page in TEIDS, even if the agency is the individual type.
Q: In the case that there is only one user profile for an individual type of agency, should we check “#7. Is User an Agency Administrator for Provider?” at [ADD USER] page or [UPDATE USER] page? (Applied Users: POE Admin; Applied Pages: Add User, Manage User)
A: In the case that there is only one user profile for an individual type agency, that single user should be the agency administrator. Provider agency administrator user will have much more functions than regular provider users, in that they can post account payable information, view other providers’ workload, view summary report, etc.
Q: Can I run TEIDS by using the dial-up connection?
A: TEIDS is a data-heavy web application and we recommend you to at least use DSL, Cable high-speed Internet connection to run TEIDS, if you are not on T1 connection at a big organization. Dial-up is not recommended, especially if you are a district administrator or agency administrator
Q: Can TEIDS be run on Netscape, Firefox, Safari, etc?
A: TEIDS can be best viewed on Internet Explorer 5 and above. TEIDS cannot be used to enter records on Netscape, Firefox, Safari, etc. at this time. TEIDS can only be used on Netscape, Firefox and Safari for service provider and its agency administrator, but not service coordinators and district admin users.
Q: What environment does user need to run TEIDS?
A: TEIDS is a web-based application and it can be best viewed on Internet Explorer 5 and above with an high speed internet connection, like DSL, Cable high speed or T1, etc. TEIDS has not fully tested in MAC machines.
Q: How does TEIDS determine the 6-month-review IFSP due date and the annual IFSP due date?
A: 6-month IFSP due date is determined by the most recent date of either:
- Initial IFSP or
- Annual IFSP or
Annual IFSP due date is determined by the most recent date of either:
- Initial IFSP or
- Previous annual IFSP
- 6-month review IFSP
Following example is based on the assumption that today is 11/1/2006.
For example, John Dole has 3 IFSPs -
1 - Initial on 6/30/2005
2- Requested Review on 7/20/2006
3-Pending (Just prepopulated)
This child should show on both [6-month IFSP due in 30 Days] and [Annual IFSP Due in 30 Days] lists on HOME page, since the most recent initial or annual IFSP is the #1 (Initial IFSP of 6/30/2005). So its 6-month review due date is 12/30/2005 and annual IFSP due date is 6/30/2006.
Another example, Jane Dole has 3 IFSPs as below:
- Initial – 10/1/2005
- 6-Month Review – 8/10/2006
- Requested Review – 10/3/2006
This child should not show on the [6-month IFSP due in 30 Days] list, but should show on the [Annual IFSP Due in 30 Days] list on HOME page, since the [6-month IFSP due date] is determined by #2, while [Annual IFSP Due Date] is determined by #1.
Q: Can the User ID get changed in the case that a woman gets married and last name is changed or the name is spelled wrong in the User ID?
A: No, you cannot change the user ID, but you could change the name and other information of the user. This is for the purpose to preserve the history of data changes, since the user ID is linked to variety of data changes.
Q: As a district admin user, what precaution we should take to add users to TEIDS?
A:
- When add user, make it consistent, such as keeping the user ID as last name + first name.
- Best way is to just assign one district admin user to add other users (service coordinators, service providers, etc) to TEIDS. This will keep it consistent.
- Always make sure that the user you are adding does not exist in TEIDS before you add it to the system. You can check this out on [Edit User] screen.
- Always know which type of users (service coordinators, service providers, etc) before you add them to the system.
- After you add the user to TEIDS, the user ID can not be changed, even if it is spelled wrong, although you can change the last name and first name of the user.
Q: What should I do after a child get transferred to our district?