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“Information is the oil of the 21st century, and analytics is the combustion engine.”
-Peter Sondergaard, Senior Vice President and Global Head of Research at Gartner, Inc.
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 publications.
In the month of December 2024, ESIT Help Desk staff processed a total of 584 requests:
- 106 data fixes, which were 18% of the total requests fielded,
- 48 ACORN support related requests, which were 8% of the total requests fielded,
- 478 administrative requests,
- 148 requests to give school districts access to IFSPs.
2024 Help Desk Admin and Data Fixes
Top 10 Data Fix Requests 2024
Since the launch of the ACORN training environment in May 2024, several ACORN related tickets have made this list.
Summary of 2024 Helpdesk Top 50 Requests
The new year means new ACORN training opportunities. The ESIT Data Systems and Analysis Team is hosting regular ACORN training sessions on several topics. You can sign up for the following training sessions today!
ACORN for Beginners
This session is ideal for users who haven’t begun exploring the ACORN platform. We’ll cover user roles, the login process, basic navigation skills, and more. Click below to register!
Intake & Referrals in ACORN
This session is designed to teach Intake Coordinators, FRCs, and Lead FRCs how to add a newly referred child in ACORN. Topics of this training will include the lookup process and a screen-by-screen tutorial. Click below to register!
Evaluations & Eligibility in ACORN
This session is designed to teach users how to use the Eval Info and Eligibility tabs in ACORN. Topics of this training will include the evaluation and screening process, medical histories, and eligibility determination. Click below to register!
Please sign up in advance for the trainings and a Microsoft Teams link will be sent to you. Don’t worry if you aren’t able to make it to one of these sessions. The Data Systems and Analysis Team will be sending out additional training topics and dates soon! Please note, sessions with fewer than 10 registered participants will be canceled 24 hours before the scheduled time.
Questions?
If you have specific questions about ACORN development and support activities, please contact ESIT Data Systems and Analysis Manager, Kim Hopkins, at Kim.Hopkins@dcyf.wa.gov.
For technical assistance with accessing and/or navigating the ACORN training environment please contact the ESIT Helpdesk.
The compliance period for FFY 2024 is now in effect through March 31, 2025. During this time, we will pull reports from Indicator 1, 7 and 8 (compliance indicators) from the DMS and vet them for accurate data entry. Users can be proactive in anticipation of the upcoming compliance period and ensure that all data is entered accurately and in a timely manner. If data fixes are needed, these should be requested as soon as possible to allow time for the work to be completed prior to the beginning of our compliance monitoring work. Users have access to the federal indicator reports in the DMS and can pull the data at any time. For assistance with accessing the reports, please contact the ESIT Helpdesk.
To help us maintain accurate and reliable data, please read through the following tips around referral and evaluation data entry:
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For evaluations, there is a timeline for entering eligibility data that we want to point out:
Within ten (10) business days of the event, enter eligibility information into the DMS including children referred and not found eligible.
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Referral timeline, we are getting a higher number of reset timeline requests for records that do not have record of a reactivation. It is important that records are closed in an appropriate amount of time after all attempts to contact have been unsuccessful. This way, when a new referral comes through, the record can be reactivated so it will accurately reflect the updated timeline.
Exit children from the DMS by documenting and submitting to the DCYF, upon request, the following:
For children who are referred but do not yet have an IFSP, a child’s record can be closed after three (3) failed attempts using at least two (2) different means of communication over a period of at least ten (10) business days.
This guidance is found directly from the contract material found on our website: ESIT Provider Agency - ESIT Service Provider Subcontract Requirements.
When a timeline reset is requested, but the top blue banner of the record does not appear updated.
When a timeline reset is requested, we often hear back from the requestor that the initial IFSP due date didn’t change on their end. We want to assure you that the timeline is reset on the home tab within the tasks/deadlines even though it doesn’t show as changed in the top blue banner of the record. Please follow the timeline set within the task/deadlines from that home tab in the record.
We continuously release data fixes from Monday through Thursday. However, there may be instances that delay the release, such as database accessibility issues, server outages, or planned leave. Our goal is to provide daily updates, but this is not always possible. We kindly ask you to submit your data fix requests as soon as you identify an issue, rather than waiting until the end of the month or accumulating multiple cases. For urgent requests, we will prioritize them accordingly, although we cannot guarantee completion by a specific date, such as the end of the month.
The Help Desk Team tries to be responsive to your inquiries. There are some things you can do to reduce wait times:
- Start your email subject with “ESIT DMS request” or “ACORN request” so we know what data system you need help with,
- 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 are prioritized above all ACORN requests, which will be addressed in the order they are received. Each request is assessed, and you'll be given resources and training options to help you troubleshoot independently. If you're unable to resolve your ACORN issues using these resources, we will then schedule a Microsoft Teams meeting to provide further assistance.
We appreciate your understanding of these processes, which help us avoid delays and reduce prolonged wait times.
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:
- 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.
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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