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

Systems Help Desk 3

Anna 4

Secure Provider Portal Activation Request from EN’s Signatory Authority Cleared Suitability through Social Security Administration (SSA) DUNS Number 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 Password Reset Assignability Issues Individual Work Plan Issues Timely Progress Review Issues Secure Provider Portal Functionality Payments Help Desk 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: , option 2 and option 2 Fax:

EN Payment Desk Hours and Contact Information Available Monday – Friday 9 AM to 5 PM EST Phone: , option 2 and option 1 Fax:

Other Resources General Inquiries – Timely Progress Reviews – State Vocational Rehabilitation Agencies – Program Integrity Hotline – Phone: ; Hours: 24 hours, 7 days a 13

Preparing for the Ticket Portal 14

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