Staff - Profile Management Guide.pdf

Consumer (Client) Profile Overview

How to Create a Consumer Profile

Consumers will only be added to OR PTC DCI once they have been approved for in-home services and worked with their Case Manager to hire an approved provider.

• The consumer and provider profiles will be created by the PTC Support Team. The PTC Support Team will receive a daily report of new consumer and provider combinations and from these reports, they will be able to create all necessary profiles, funding accounts, and service accounts.
• The authorization process is initiated by the Voucher Specialist using the APD 546 to enter the authorization in DHR to create the voucher. Authorization information will be sent in real time from DHR to OR PTC DCI once the voucher is created in DHR. If the authorization fails to go to OR PTC DCI, it goes to a queue for the PTC Support Team to fix those failures. The queue will indicate the consumer and/or provider associated to the authorization are not in OR PTC DCI, this will prompt the PTC Support Team to create all the necessary profiles, funding accounts, and service accounts related to that specific authorization. Once all those pieces are added, the PTC Support Team will have the ability to resend the authorization to OR PTC DCI.
• If more than two full business days have passed since the Voucher Specialist created the voucher in DHR and the consumer has not been added to OR PTC DCI, Local Office Staff can request the profile and associated account information be setup by the PTC Support Team by submitting a request form to Support@odhsoha.oregon.gov, Local Office Staff will narrate in Oregon Access the request was sent. Once the profile and associated account information has been created, the PTC Support Team will narrate and respond to the requestor.
• Please include the voucher number and voucher created date in your request. These request forms can be found on the PTC website by clicking into the AAA/APD Staff option at the top left: oregon.gov From there, scroll to the bottom and click “New User Forms.”

• See business process 3.1 Add Consumer Information for more details.

  Before submitting a request, check the system to make sure a profile does not already exist for that consumer.

Update Consumer Information

If the Local Office was notified of the update by the consumer:

1. State User updates information in Oregon Access and OR PTC DCI.

If the Local Office was notified of the update via the Change Email/Phone report:

1. Case Manager contacts the consumer to verify the updated information.
2. Case Manager makes sure information is in both Oregon Access and OR PTC DCI.

State User has information in ONE updated per Local Office procedures.

State User narrates in Oregon Access.

See business process 1.3.2 Update Consumer Information for more details.

Consumer Information to Update

Information Local Office staff may need to update on a consumer’s profile in OR PTC DCI:

• Consumer’s name
• Phone number (primary, alternate, and mobile)
• Email address
• Address (if the consumer is moving to a new branch)

View/Edit Consumer Details

Updating consumer information happens from the Client Details screen.

To view or edit consumer information:

1. Click Clients from the left sidebar
2. Enter consumer information in search field(s)
3. Click Search to display results
4. Click on correct consumer from the results to access Client Details
   
5. Click Actions
6. Select Edit Client from the drop-down
   
7. Update information (for descriptions of information on each tab, see the next sections)

8. Click Save
   

   You must click save on each tab before moving to the next if making updates on multiple tabs.

9. Click Yes on the Confirmation Alert
   

Consumer Basic Demographics Tab

Here is where you can find information you may need to update:

1. Consumer’s first name
2. Consumer’s last name 
3. Consumer’s home address (only update if the consumer transferred branches)
4. If you change the home address, click Search Location – this populates the GNIS field below.
5. If you change the home address, select the correct time zone from the drop-down
6. Consumer’s primary phone number is their landline. If they do not have a landline number enter 000-000-0000. The alternate phone number and mobile number may also be updated.
7. Consumer’s email if they wish to be able to login to the system. If Client Login is not enabled Support@odhsoha.oregon.gov may be used as a default email.
   

Client Information Tab

1. Client Id shows the consumer’s Prime Number
   

Consumer Authentication Information Tab

1. Authentication Status: Defaults to Active if “Enable Client Login” is checked. Defaults to disabled if “Enable Client Login” is not checked. If a consumer is no longer receiving services, this should be disabled by the PTC Support Team. If the consumer is locked out, this will show Locked. If the consumer must be unlocked, Local Office staff can change this back to Active.

   If the user shares the same first and last name as an existing user, the system will add a number behind the last name as part of their username. Ex: john.smith1

Consumer Employer Representative (Guardian) Profile Overview

Once a consumer has selected a consumer employer representative (CER) and completed all the proper documentation the CER will need to be added to the OR PTC DCI System. The CER will be added to the system by the PTC Support Team.

To request the PTC Support Team create the new user:

1. Local Office Staff will submit a New User form to Support@odhsoha.oregon.gov. These request forms can be found on the PTC website by clicking into the AAA/APD Staff option at the top left: https://www.oregon.gov/dhs/APD/ORPTC/Pages/Staff.aspx From there, scroll to the bottom and click “New User Forms”
2. Narrate the request was sent in Oregon Access.
3. The PTC Support Team adds the CER to the system and links them to the consumer indicated on the form.
4. The PTC Support team will send the CER a username, temporary password, and instructions to complete account setup.
5. Once the CER has been added, the PTC Support Team narrates in Oregon Access, and emails the requestor to notify them the account has been created.

See business process 1.4.3 Create Consumer Employer Representative Account for more information.

Consumer Employer Representatives get Guardian Profiles in OR PTC DCI

A Guardian Profile can:

• View their assigned consumer(s)
• View authorizations for their consumer(s)
• View entries for their consumer(s)
• Sign off on entries on behalf of the consumer(s)
• Access the messaging module

Update Consumer Employer Representative Information

If the Local Office was notified of the update by the CER:

1. Case Manager updates information in Oregon Access and OR PTC DCI.

If the Local Office was notified of the update via the Change Email/Phone report:

1. Case Manager contacts CER to verify the updated information.
2. Case Manager makes sure information is in both Oregon Access and OR PTC DCI.

Case Manager has information in ONE updated per Local Office procedures.

Case Manager narrates in Oregon Access.

See business process 1.4.2 Update Consumer Employer Representative Information for more details.

View/Edit Guardian Details

To update Guardian information, go to the Guardian details page.

1. Click Guardians from the sidebar
2. Enter Guardian information in the search fields
3. Click search
4. Click on the correct Guardian in the results. This will display the Guardian Details page where edits can be made.
   
5. Click Actions
6. Select Edit Guardian from the drop-down
   
7. Update information (for descriptions of information on each tab, see the next sections)
8. Click Save
9. Click Yes on Confirmation Alert
   

Guardian Basic Demographics Tab

Here is where you can find information you may need to update.

1. Guardian’s First Name
2. Guardian’s Last Name
3. Guardian’s Primary, Alternative, and Mobile Phone number
4. Guardian’s email address
5. The unique ID for the consumer employer representative is the consumer's Prime Number with the number 1 at the end.
6. Status should be active if the Guardian is acting as a CER. If the Guardian has no consumers, this should be inactive.
   

Guardian Authentication Information

Enter Authentication Information

1. Status should be active if the Guardian is acting as a CER. If the Guardian has no consumers, this should be inactive. This should match the status on the Basic Demographics Tab.

   If the user has the same first and last name as an existing user the system will automatically add the appropriate number to the end of the username.

Linking Client and Guardian Profiles

Consumer employer representatives (Guardians) are given access to consumers (clients) by linking the Guardian profile to the consumer profile. A Guardian can be linked to more than one consumer, but a consumer cannot be linked to more than one Guardian. 

Add or Remove Guardian

• When a consumer has a consumer employer representative (CER), the CER will be added in the OR PTC DCI System using a Guardian Profile. This will give them the ability to view the authorization as well as sign off on time if they would like to.
• There will also be times when a consumer removes or changes their consumer employer representative. In this scenario the Guardian will need to be unlinked and potentially deactivated in the OR PTC DCI system if they are not a CER for any other consumers.
• See business process 4.1 Add/Remove Consumer Employer Representative for more information.

Linking/Adding a Guardian to a Client Profile

To link a consumer profile to a Guardian profile:

1. Click on Clients tab from the sidebar
2. Enter consumer information in search fields
3. Click search
4. Click on the consumer to go to their details page
   
5. Click Actions
6. Select Edit Client from the drop-down
   
7. Click on Client Information tab
8. Start typing the consumer employer rep’s name in the Guardian field and select from the options that appear
9. Click: Save
10. Click Yes on the Confirmation Alert
    

The consumer and the Guardian profiles are now linked.

Unlinking/Removing a Guardian from a Client Profile

1. Click on Client Information tab
2. Remove the CER’s name from the Guardian field
3. Click Save
4. Click Yes on the Confirmation Alert
   

The consumer and the Guardian profiles are now unlinked.

Provider (Employee) Profile Overview

How to Create a Provider Profile

1. Provider profiles will be created by the PTC Support Team. The PTC Support Team will receive a daily report of new consumer and provider combinations and from these reports, they will be able to create all necessary profiles, funding accounts, and service accounts.
2. The authorization process is initiated by the Voucher Specialist using the APD 546 to enter the authorization in DHR to create the voucher. Authorization information will be sent in real time from DHR to OR PTC DCI once the voucher is created in DHR. If the authorization fails to go to OR PTC DCI, it goes to a queue for the PTC Support Team to fix those failures. The queue will indicate the consumer and/or provider associated with the authorization are not in OR PTC DCI, which will prompt the PTC Support Team to create all the necessary profiles, funding accounts, and service accounts. Once all those pieces are added, the PTC Support Team will have the ability to resend the authorization to OR PTC DCI.
3. If more than two full business day have passed since the Voucher Specialist created the voucher in DHR and the provider has not been added to OR PTC DCI, the Local Office can request the profile and associated account information be setup by the PTC Support Team by submitting a request form to Support@odhsoha.oregon.gov. The request form can be found on the PTC website by clicking into the AAA/APD Staff option at the top left: https://www.oregon.gov/dhs/APD/ORPTC/Pages/Staff.aspx From there, scroll to the bottom and click “New User Forms”

4. See business process 2.1 Add a New Provider for more information.

   Prior to sending a request to have a Provider added to the system, ensure they do not already have a profile in the OR PTC DCI system.

Update Provider Information

If the Local Office was notified of the update by the provider:

1. State User updates information in Oregon Access and OR PTC DCI.

If the Local Office was notified of the update via the Change Email/Phone report:

1. State User contacts provider to verify the updated information.
2. State User makes sure information is in both Oregon Access and OR PTC DCI.

See business process 1.2.3 Update Provider Information for more information.

View/Edit Provider Details

1. Click Employees from the left sidebar
2. Enter provider information in search fields
3. Click Search
4. Click on the correct provider from the results to display provider details page
   
5. Click Actions
6. Select Edit Employee from drop-down
   
7. Update new information (more details in the following sections)
8. Click Save
9. Click Yes on Confirmation Alert
   

Provider Basic Demographic Tab

Information you may update and to note on the Employee Details page:

1. Provider’s First Name
2. Provider’s Last Name
3. Provider’s Phone Number will be 000-000-0000 if they do not have one
4. Provider’s Email
   
   

Employee Information Tab

Enter provider data for all required fields. 

1. Employee Number field will list the provider Uni ID
2. Weekly Hours Available is the provider’s weekly cap, listed as 40 hours if they are not on the 50 Hour Cap List. This field is only changed by the PTC Support Team.

3. Providers will always be listed in the Provider Default Cost Center EU – 0001 (do not change this)

   The Provider Uni ID can be found on the PRV8 screen in Mainframe.

Provider Authentication Information Tab

1. Authentication Status is Active when the provider is working or can work. It will say Locked if the provider is locked out. A Local Office staff member may change this from Locked to Active if needed.
   

Finding the Provider Number

You can find the provider or PCA number from the Employee profile.

1. On the provider’s Employee Profile page.
2. Scroll down to Custom Fields and click on that tab.
   
3. The Homecare Worker number or Personal Care Attendant number are displayed here.
   

Staff User Profile Overview

How to Create and Update a Staff User Profile

Staff profiles are created and maintained by the PTC Support Team.

• To request new staff Access, a manager will need to complete the Staff Profile maintenance request form and submit it to Support@odhsoha.oregon.gov. The new user will receive an email from support@dcisoftware.com to complete account setup once their account has been created.
• If the request is to modify or close an account, a manager will complete the Staff Profile maintenance request form and submit it to Support@odhsoha.oregon.gov. Once the request has been processed the PTC Support Team will email the requestor to let them know the actions have been taken.

• The Staff Profile Maintenance Form can be found on oregon.gov under AAA/APD Staff by clicking New User Forms.

  It is the Manager’s responsibility to: Request access to OR PTC DCI from the PTC Support Team for all new staff members who require access. Notify the PTC Support Team as soon as a staff member no longer needs access, so the PTC Support Team can deactivate their account. See business process 5.1 State Managing PTC User Accounts for more information.

Unlocking Profiles

A User’s Profile will be locked if they enter their password incorrectly 5 times. If an account is locked, the User will receive an email notification stating their account was locked.

External Users can have their account unlocked the following ways:

• A locked profile will automatically unlock after 24 hours. If they need to use the system right away, the Local Office may be able to assist.
• The User can contact the Local Office and a State User with the Supervisor Role over the individual’s Cost Center can unlock the account.
• If their account status is disabled/terminated, email the PTC Support Team at Support@odhsoha.oregon.gov asking them to unlock with the information listed on the “Information Needed for PTC Support Requests” sheet on the PTC website (found in the Materials and Resources section on the right of the AAA/APD Staff page to unlock.
  • If the PTC Support Team determines it is appropriate, they will unlock the account and the account holder will receive a notification.
  • If the PTC Support Team determines it is not appropriate, they will respond via email to the requestor letting them know the actions could not be taken.

See business process 1.5.3 Unlock an Account for more information.

To unlock a profile:

1. Navigate to the Employee (provider), Client (consumer), or Guardian (consumer employer representative) profile page
2. Click Unlock
   

If the individual does not know their PIN and/or Password these can also be reset in the Authentication Information in the next sections.

Authentication Details & Status

Profile Authentication Status

A User's authentication status determines if a user can access OR PTC DCI. For each profile type, the following Authentication Statuses exist:

• Active: The User can log-in and access OR PTC DCI. New profiles default to a status of active.
• Disabled: The User cannot log into OR PTC DCI. This status can only be changed by a PTC Support staff member.
• Locked: The User cannot log into OR PTC DCI. This status is set by the system when a User is locked out due to entering their password incorrectly 5 times. A State User with the appropriate role and/or permission can unlock the profile.

A State User with the Supervisor Role or the PTC Support Team can update an individual’s Authentication Status. If the status of an individual is updated, it needs to be updated in Oregon Access for consumers or a note added in OR PTC DCI for providers and consumer employer representatives.

The next section will show resetting the Authentication information in the event a user has forgotten their login information.

Reset Authentication Details

1. Navigate to the Employee (provider), Client (consumer), or Guardian (consumer employer representative) profile page
2. Click Actions

3. Click Edit Employee (provider), Client (consumer), or Guardian (consumer employer representative)
   

   Make sure the user has an active email address in OR PTC DCI before resetting the authentication details.

4. Click Authentication Information

5. Click Reset
   

   Resetting Authentication Information will trigger an email to User to reset their password, PIN, and security question.

Guidance Resources

The OR PTC Team has developed several resources to help guide your journey through this new system as there will be many new processes and best practices to make the system function smoothly.

Resources can be found on the DCI Help Center.

The resources available consist of:

• Quick Reference Guides – These are short documents intended to help guide Users through common system tasks which will be faced regularly.
• Computer Based Trainings (CBTs) – These are online modules intended to allow Users a more engaging experience as Users click through the operations as the trainer is narrating the steps.
• E-Learning Modules – Such as this course, these are longer courses which cover many system functions and walk users through what the screens look like as well as the fields that will need filled out.

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