Administrator
User Manual
Kentucky Child Support Web Portal
Client: / Cabinet for Health and Family Services (CHFS)Version: / Final Submission
Date: / December 21, 2011
File Name: / Admin User Manual_v2 0_Final.docx
1 Document Control Information
Document Identification: / Administrator User Manual with ISEPDocument Name: / Administrator User Manual
Project Name: / CHFS Child Support Administrator Workspace User Manual Kentucky Child Support Portal
Client: / The Commonwealth of Kentucky, Cabinet for Health and Family Services (CHFS)
Document Author: / Vicky Tillman
Version: / 2.0
Template Version: / 1.0
Status: / Final Submission
Date Released: / December 21, 2011
Electronic File Name: / Admin User Manual_v2 0_Final.docx
1.1 Document History
Version / Date / Additions / Modifications / Prepared / Revised by /1.0 / 08/4/11 / Draft & Adaptation / Elizabeth Hanna
1.0 / 8/22/11 / Draft & Adaptation / Elizabeth Hanna
1.0 / 10/25/11 / Draft revisions / Vicky Tillman
2.0 / 12/09/2011 / Comment Resolutions and Final Submission / Vicky Tillman
2.0 / 12/21/2011 / Comment Resolutions / Vicky Tillman
Table of Contents
1 Document Control Information 2
1.1 Document History 2
2 Introduction 8
2.1 Objectives 8
2.2 Overview 8
3 Kentucky Child Support Web Portal 10
4 Getting Started 13
4.1 KEUPS Login 13
4.2 Landing Page 13
4.2.1 Welcome 13
5 Worklist 15
5.1 Navigating to the Worklist 15
5.1.1 Understanding the Worklist 16
5.2 Application for Support Enforcement APPL 17
5.2.1 Overview of the APPL 18
5.2.2 Editing APPL 18
5.2.3 Accept to KASES 19
5.2.4 Reject Worklist Item 19
5.2.5 Forward Worklist Item 20
5.3 Direct Deposit DEPO 24
5.4 Updating Demographic Information DEMO 25
5.5 Employment Updates EMPU 25
5.6 Upload Document FORM 26
5.7 Submitted Question QUES 27
5.7.1 Reply to Questions 27
5.7.2 Forward Questions 28
5.8 Supervisor Functions Worklist 29
5.8.1 View All Cases in County 29
5.8.2 View one Caseworkers Case load 30
5.8.3 View Your Case load 30
5.8.4 View an Individual Escalated Case 30
5.8.5 Print Worklist 30
5.8.6 Print Individual Record 30
5.8.7 Ability to Sort Columns 30
6 Reports 31
6.1 Navigating to Reports 32
6.2 Worklist Report 32
6.2.1 Generate a Worklist Report 32
6.2.2 Understanding the Report Screen 33
6.3 Submitted Questions Report 34
6.3.1 Generate a Report of the Submitted Questions 35
6.4 KASES Auto Update Report 35
6.4.1 Generate a KASES Auto Update Report 35
6.5 Notification Report 35
6.5.1 Generate a Notification Report 35
6.6 Payment Processed Report 35
6.6.1 Generate a Payment Processed Report 35
6.7 Usage Reports 36
6.7.1 Generate a Usage Report 36
6.8 Audit Report 36
6.8.1 Generate an Audit Report 36
6.9 ISEP Report 36
6.9.1 Generate an ISEP Report 36
6.10 Error Report 37
6.10.1 Generate an Error Report 37
6.11 Aging Login Report 37
6.11.1 Generate an Aging Login Report 37
6.12 Electronic Payment Schedule 37
6.12.1 Generate an Electronic Payment Schedule (Recurring Payment) Report 37
7 Process Payment 38
7.1 Process Payment 40
7.2 Payment Method 41
7.2.1 Bank Account (Checking or Savings) 41
7.2.2 Payment Method – Credit Card (MasterCard or Visa) 42
7.2.3 Payment (Transaction) Confirmation 44
8 Estimate Support 45
8.1 Navigating to the Estimate Support Screen 45
8.2 Understanding the Estimate Support Tool 45
8.3 Estimating Support 47
8.3.1 Estimate Support CP 47
8.3.2 Child Support Estimator 48
9 Notifications 50
9.1 Navigating to the Notifications Page 51
9.2 Create an Informational Acknowledgement 51
9.3 Create an Acknowledgement Notification 54
9.4 Edit a Notification 55
9.5 Find a Participant or Caseworker 56
9.6 Send a Worklist Item and/or Event to KASES 57
10 system Configuration 58
10.1 Navigating to the System Configuration Page 58
10.2 Caseworker Hierarchy 58
10.2.1 Navigating to the Caseworker Hierarchy 59
10.2.2 Understanding Caseworker Hierarchy 59
10.2.3 Assign a Escalating Supervisor to a Caseworker 59
10.2.4 Remove a Caseworker from an Escalating Supervisor 60
10.3 General System State Settings 60
10.3.1 Configure Message Types 61
10.4 County Information 61
10.4.1 Navigating to the County Information Page 62
10.4.2 Understanding the County Information Page 62
10.4.3 Updating the County Information Page 62
11 Search and Exchange ISEP 65
11.1 Navigating to Search and Exchange ISEP 66
11.2 Understanding ISEP Search Fields 68
11.3 Conducting a Search in ISEP 69
11.3.1 KASES Import 69
11.3.2 Manually Enter Search Criteria 70
11.3.3 Conducting a Search (quick step guide) 70
11.3.4 Enter ISEP Search Criteria Manually 71
11.3.5 Select Systems to Search 72
11.4 Reviewing ISEP Search Results 73
11.4.1 Working with Search Results 75
11.5 Exporting Data 78
11.5.1 Sending Data 79
11.5.2 Error WhenSending Data from ISEP to KASES 80
12 Co-Browsing 81
12.1 Navigating to Co-Browsing 81
12.2 Co-Browsing 81
12.3 Understanding Co-Browsing 82
Table of Figures
Figure 31 Diagram Kentucky Child Support Web Portal 10
Figure 41 Caseworker Landing Page 13
Figure 51 Review Portal Worklist – Application for Support Enforcement 15
Figure 52 Worklist Event Codes 16
Figure 53 APPL Item on the Worklist 18
Figure 54 Reject Worklist Item 20
Figure 55 Forward Worklist Menu 21
Figure 56 Children's Information Submenu Expanded 22
Figure 57 Add New Court Order 23
Figure 58 DEMO Update 25
Figure 59 Upload Document Screen 26
Figure 510 Submitted Question Worklist 27
Figure 511 Submitted Question Response 28
Figure 512 Forward Worklist 28
Figure 513 Worklist with Fly Out Menu 29
Figure 61 Report Main Screen 31
Figure 62 Reports Page 32
Figure 63 Example of a Worklist Report 33
Figure 71 CSE Workspace - Process Payment 38
Figure 72: Process Payment - Enter MPI # 39
Figure 73 Member Make Payment 40
Figure 74: Payment Method - Bank Account 41
Figure 75: Payment Method - Credit Card 43
Figure 76: Transaction Confirmation 44
Figure 81 Estimate Child Support Opening Screen 45
Figure 82 Child Support Estimator Screen 47
Figure 83 Results Page Support Estimator 48
Figure 84 Sample Printed Worksheet 49
Figure 91 Create New Notification Screen 51
Figure 92 Create New Notification Screen 52
Figure 93 Send Notification to Participant 53
Figure 94 Send Notification to Case 53
Figure 95 Send Notification to One or More Counties 54
Figure 96 Acknowledgement Notification 55
Figure 97 Edit Notification 55
Figure 98 Find a Participant 56
Figure 99 Search Screen 56
Figure 910 Create Worklist/Event Screen 57
Figure 101 Caseworker Hierarchy 58
Figure 102 General System Settings 61
Figure 103 County Information 62
Figure 104 Example of the Find an Office Screen After it is Set Up 64
Figure 111 Search and Exchange Screen 65
Figure 112 ISEP Search and Exchange Page 66
Figure 113 KASES Screen with Attachmate Toolbar ISEP Icon 67
Figure 115 ISEP Search Fields 68
Figure 114 ISEP Screen with MPI # 68
Figure 116 Search Using SSN Import from KASES 69
Figure 117 Search Using SSN Import from KASES 70
Figure 118 Inactive MPI pop up window 71
Figure 119 View Data Refresh Date Results 73
Figure 1110 Search Results Tab Quick View 74
Figure 1111 Compare Results View 75
Figure 1112 Intermediate View 76
Figure 1113 Detailed View 77
Figure 1114 Search Results Detail Tab 78
Figure 1115: Data successfully added to Queue 80
Figure 1116: Error message sending results to KASES 80
Figure 121 Co-Browsing Screen 81
2 Introduction
2.1 Objectives
The Administrator application of the Kentucky Child Support Web Portal Project will assist Child Support Enforcement (CSE) staff in their mission to improve performance and to provide better customer service to custodial parents (CPs), non-custodial parents (NCPs), employers and the general public. As an added benefit, the Commonwealth of Kentucky will realize significant savings through:
· Increased caseworker productivity
· Improved location capability
· Increased visibility into program data
· Improved ability to communicate with members
· Improved ability to comply with Federal performance requirements
Ultimately these improvements will lead to the increased collection of child support, the reduction of arrears, increased success in the location of absent (missing) parents and the increased recoupment of public assistance provided to families due to lack of support by obligors.
2.2 Overview
This document will provide all the information related to Administrator (Admin) functionality. In the subsequent sections, each function performed by Admin will be explained to give the user a comprehensive understanding of the workspace. Additionally, users will see how to use the Admin workspace to manage a caseload and provide customer service for the end user of the child support website.
A. The searchable customer service functions are listed below for your reference.
1. Getting Started
a. Login
b. Landing Page
2. Worklist
a. Navigating to the Worklist
b. Understanding the Worklist
c. Application for Support Enforcement
i. Overview of the APPL
ii. Editing APPL
iii. Accept to KASES
iv. Reject Worklist
v. Forward Worklist
vi. Custodial Parent Information
vii. Non-Custodial Parent Information
viii. Children’s Information
ix. Background Information
x. Support Order Information
xi. Medical Support Information
xii. Direct Deposit Information
d. Demographic Information Updates
e. Employment Updates
f. Upload Documents
g. Submitted Questions
h. Supervisor Functions Worklist
3. Reports
4. Acceptance of Payments from NCPs
5. Estimate Child Support Obligation
6. Notifications
7. System Configuration
8. System Configuration
a. Caseworker Hierarchy
b. General System State Settings
c. County Information
d. Member Update Rules
9. Search and Exchange (search and retrieval of member data)
10. Co-Browsing
11. Batch Conversion to KASES is listed below for your reference.
a. Sending Data to KASES
b. Receiving Updated Responses from KASES
c. Automated Information Processing Messaging to Members
3 Kentucky Child Support Web Portal
The Kentucky Child Support Web Portal is designed to provide Child Support Enforcement Personnel and Participants a toolbox to more quickly and efficiently communicate about child support services. The portal is divided up into three distinct functional areas: Customer Service Website (CSWS), Information Search and Exchange Portal (ISEP) and Business Intelligence (BI). Understanding the divisions and their subsections is helpful in building an understanding of the administrator’s roles and responsibilities for web portal usage. First we will discuss the CSWS.
The CSWS is composed of three main sections:
1. General Website - Public
2. Member Website – Participants who have a case in KASES and have registered for access to the CSWS.
3. Administrator (ADMIN) Website – Caseworkers, Supervisors, Regional and Central Office personnel. This site also contains the Configurable Screens for the management of the CSWS
Figure 31 Diagram Kentucky Child Support Web Portal
General Citizens, or the Public, will only see the General Website while registered Members will see the Member portion of the portal, and staff at CSE will be able to see the assigned sections: Member, Admin, ISEP, and BI. Workers will be assigned roles and responsibilities by their supervisors and/or administrators. This is for security and work flow purposes.
We refer to the individuals who apply for services as applicants when they apply online for child support services. Once they have applied and a case is created in KASES, they are referred to as Participants. When the Participant has registered for access to the Web Portal and successfully logs in, they are referred to as Members.
New participants may go through the process of applying for Child Support Services from the General Website and their status will change from an applicant to a participant when a case is created in the KASES system. A participant in KASES must register on the website to receive access to the Member section of the web portal. They do not see the Member Website functions until they have received their login credentials. Login credentials, as an added security measure, are mailed to the user when they have successfully registered on the Member Website.
The General Website (see Figure 3-1) provides online tools to estimate support, apply for services, and obtain program information. The Member website provides the tools and resources to maintain and communicate information about child support after the case is established within KASES and the Participant has registered on the Member Website. It has the added security functions to allow a NCP to make payments and the CP to update how they receive their child support payments, including direct deposit information and debit card details. For security and privacy reasons, login information is established prior to a participant becoming a member. Once someone becomes a Member, information is displayed including payments, demographics, court dates, and communications. These resources provide the member with current information about their account.
The ADMIN Website of the CSWS is composed of two administrative subsections
1. The Caseworker, Supervisor, Contracting Official, Central Office and Regional Office administrative area, and
2. The Configurable Screens section.
The Caseworker, Supervisor, Central Office and Regional Office administrative area is the heart of the customer service section of the website. Workers will receive and process cases including storing, maintaining and retrieving documents, communicating with participants, updating changes to client records, estimating support, processing support, and communicating the status of cases.
The Configurable Screens section is the area where user roles and responsibilities are defined and assigned, as well as administration of the website. Configurable screens are maintained by the System Coordination and Utilization Section (SCUS) teams either State or County. This includes setting up and maintaining template information such as office locations, phone numbers, contacts, etc.
This User Manual will guide you through these and other processes. Understanding it as one section of the portal is the goal of this introduction.
ISEP is a powerful search feature created to save workers time in searching for KASES participants. It is accessible via the Portal Workspace ADMIN Website (see Figure 3-1). As a search feature it allows users to check databases from agencies across the state including
1. Automated Vehicle Information System (AVIS)
2. Board of Nursing
3. Dept. of Insurance (DOI)
4. Dept. of Revenue (DOR)