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“Data are just summaries of thousands of stories –
tell a few of those stories to help make the data meaningful.”
-Chip and Dan Heath, American bestselling co-authors
Please ask your staff and coworkers to sign up for our GovDelivery notifications. This will ensure they receive the latest updates about the ESIT DMS system as well as our monthly Known Issues Document.
If your program is implementing changes and you can anticipate that administrative changes in child records will be required, please notify the ESIT Help Desk ahead of time so we can anticipate the influx in requests.
Check out our ACORN trainings and publication.
As we continue with our transition from the current data system to the ACORN system, users can still use DMS messaging to reach the helpdesk team. However, we recommend using direct email for prompt responses. Your patience is greatly appreciated when using DMS messaging!
We experience SAW outages from time to time that impact your access to ACORN. To receive notifications of SAW Outages, please subscribe here:
We are preparing our data for the migration to ACORN. You can best support us by ensuring that you are staying consistent with data entry. There will be a time when the DMS will need to be taking down and all data will get migrated to ACORN. This will go hand-in-hand with having to pause data entry into our database. Getting caught up with data entry ahead of time will reduce the stress that will come with this temporary outage during the switch to ACORN.
The Help Desk Team tries to be responsive to your inquiries. There are some things you can do to reduce wait times:
- Include details and all requested information in your initial email,
- Send emails rather than using the DMS messaging option,
- Send requests for reports directly to Kim Hopkins hopkins@dcyf.wa.gov,
- Mark urgent requests with “URGENT” in the subject line of the email.
DMS requests take priority over all ACORN requests. We will field all ACORN requests in the order in which they are received. Requests are triaged and you will receive guidance on available resources and trainings that can help you troubleshoot on your own. Only if you are not successful with resolving your ACORN related problems with the resources provided will we offer a Microsoft Teams meeting to troubleshoot in person.
Thank you for your understanding of these processes to avoid bottlenecks and prolonged wait times.
We release data fixes on an ongoing basis Monday- Thursday. There are situations that interfere with the release of data fixes, for example data base accessibility issues, server outages and planned leave/absences. While it is our goal to release data fixes daily, we cannot always do so. Please submit your requests for data fixes as soon as you notice the issue rather than waiting until the end of the month or until you have multiple cases to submit to us. If your request is urgent, we will treat it as such, but this does not guarantee completion prior to a certain date (for example the end of the month count).
Submitting helpdesk tickets as we navigate two systems: one live and one training
Writing a good service ticket is not only helpful for the Helpdesk staff, but also for yourself. It can save you time and frustration by getting you the right solution faster. Here are some key points to remember when emailing the help desk:
- Start your subject with “ESIT DMS request” or “ACORN request” so we know what data system you need help with.
- If you are requesting assistance with a DMS record, please include:
- The child ID, or
- The initials of first and last name and the DOB of the child in your request.
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Provide relevant details: The more information you can provide about the issue, the easier it will be for the help desk to identify and fix it. For example, include the ChildID when available, or child name/dob when necessary. Also, mention the steps you took before encountering the issue, and the expected and actual outcomes.
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Use screenshots: A picture is worth a thousand words. Sometimes, a screenshot can show the issue more clearly than words. You can use the Snipping Tool or the Print Screen button on your keyboard to capture a screenshot of your screen. Then, attach it to your service ticket using the Attach File option.
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Avoid jargon: Try to use simple and clear language that anyone can understand. Avoid using acronyms or technical terms that might confuse the help desk staff. If you have to use them, make sure to explain what they mean.
Navigating the ACORN Training Environment
Below are a few relevant details that are critical to help us help you navigate in the ACORN training environment:
- Please indicate if your name is listed differently in SAW than what might be listed in the ESIT DMS system,
- Indicate what role do you need if we need to add your caseload component,
- Are you stuck in the login process? If so, send us a detailed message that includes a clear screenshot, so we know exactly at what step you need help with.
We hope these tips will help you write effective service tickets that can get you the best possible response. Remember, details matter! The more details you provide, the faster and better the Helpdesk can help you.
For Assistance with ESIT DMS, email dcyf.esithelp@dcyf.wa.gov.
- This is the most efficient way to get in the queue for assistance.
- Send a description of your problem and include the child ID.
- In some cases, it may be helpful to send a screenshot.
- You may send a message directly through ESIT DMS if you do not need to attach screenshots to resolve the issue.
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