1. Ticket to Work Program Systems Help Desk 101

2. 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

3. Systems Help Desk 3

4. Anna 4

5. Secure Provider Portal Activation Request from EN’s Signatory Authority Cleared Suitability through Social Security Administration (SSA) DUNS Number Email Address Phone Number (that will be answered for each Secure Provider Portal log in) 5

6. 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

7. 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

8. Secure Provider Portal Functions Assignability Assignment Payments Performance Account Management Other Functions Resources 8

9. Other Issues Assignability Timely Progress Review (TPR) 9

10. 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

11. Systems Help Desk Hours and Contact Information Available Monday – Friday 9 AM to 5 PM EST Phone: 1.866.949.3687, option 2 and option 2 Fax: 703.893.4020 Ensystemshelp@yourtickettowork.com 11

12. EN Payment Desk Hours and Contact Information Available Monday – Friday 9 AM to 5 PM EST Phone: 1.866.949.3687, option 2 and option 1 Fax: 703.893.4020 ENPaymentsHelpDesk@yourtickettowork.com 12

13. Other Resources General Inquiries – Enoperations@yourtickettowork.comEnoperations@yourtickettowork.com Timely Progress Reviews – TPRhelpdesk@yourtickettowork.com TPRhelpdesk@yourtickettowork.com State Vocational Rehabilitation Agencies – svrhelpdesk@yourtickettowork.com svrhelpdesk@yourtickettowork.com Program Integrity Hotline – Phone: 1.888.407.4723; Email: ProgramIntegrity@yourtickettowork.com; Hours: 24 hours, 7 days a weekProgramIntegrity@yourtickettowork.com 13

14. Preparing for the Ticket Portal 14

15. 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

16. Remember Your Social Security Information is confidential 16

17. Questions 17