customer log-in one-stop service tracking (osst) system

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Customer Log-InOne-Stop Service Tracking (OSST) System

Food Stamp Employment & Training (FSET) Program

Spring Training 2011

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Objective

• New user log-in access

• Recurring user log-in access

• Types of access

– System generated access

– Staff generated access

• Resolving issues

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New User Log-In Process

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Recurring User Log-In Process

• What if the volunteer has logged in before?

– Many volunteers have logged in before and have forgotten. They click the “New User” button and receive an error message

– If the individual forgets their User ID, (s)he can click the “Forgot” button next to the User ID box

– If the individual forgets their Password, (s)he can enter the User ID and click the “Forgot” button next to the Password box

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New User Log-in Process

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New User Log-In Process

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New User Log-In Process

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New User Log-In Process

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New User Log-In Process

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New User Log-In Process

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Type of Access• Participants/volunteers will need to have authority to

access the OSST system– 599 “FSET Participation Notice Activity”

– 593 “Authorization for On-line Activity”

– 594 “Staff Initiated On-line Authorization (FSET)”

• Two types of access to allow participants into OSST– Type 1 - system generated access codes

• 599 and 593

– Type 2 - staff initiated access code

• 594

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Type of Access• System Generated Codes

– 599 code• The volunteer was mailed an outreach letter

• If the 599 has an Actual Start Date but not an Actual End Date or Outcome, the potential volunteer can log into the OSST system

– 593 code, volunteer has access to OSST• The volunteer was not mailed an outreach letter

• If the 593 has an Actual Start Date but not an Actual End Date or Outcome, the potential volunteer can log into the OSST system

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Type of Access

• What if the volunteer does not have an active 599 or 593 on the case, but staff wants the individual to log into the OSST system to complete the initial engagement process?

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Authorizing Access

• Program staff can add a 594 with an Actual Start Date and Anticipated End Date under “Add Activity” on the Skill Development screen

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Authorizing Access

• First, the program staff must verify the individual is getting food stamps

– To be a volunteer in the program, the individual has to be getting food stamps

• Next, the program staff have to ensure the case is open and in the correct OSST unit

– The individual cannot be a mandatory participant in the WT program

– The case must be in the correct program and unit in order for the activity to be entered on the case

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Adding a 594 Activity Code

• Click the “Add Activity” button under the “Skill Development” section of the Skill Development screen

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Adding a 594 Activity Code

Every activity, training, and service has a “provider” associated with the entry. Many of the career centers or regional offices are tied

directly to engaging customers in the initial engagement process. As you can see, the user entered “One Stop” as the provider name. This

is the region’s designated provider’s name.

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Adding a 594 Activity Code

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Adding a 594 Activity Code

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Adding a 594 Activity Code

• An Actual Start Date and an Anticipated End Date must be entered

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Adding a 594 Activity Code

• If successful, program staff will get a pop-up box reminding them that the critical elements, such as the Actual Start Date, cannot be changed once “saved”.

• The Anticipated End Date can be modified to give the potential volunteer more time to complete the initial engagement process.

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Adding a 594 Activity Code

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Frequently Asked Question

• A potential volunteer attempted to log into the OSST system. The system did not let the potential volunteer access the initial engagement screens. How can we identify the problem?

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Access Issues• First, check the Skill Development screen

– Does the Skill Development section of the Skill Development screen have an active code that authorizes the individual to access the system?

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Access Issues• An authorization code must be open and

active on the case

– 599

– 593

– 594

• The activity must have an Actual Start Date

• The activity cannot have an Actual End Date

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Access Issues

• The user has an authorization code active in the system– Ask the individual for their

primary or “New User” information and check the OSST system

• Social Security Number (SSN)

• Date of Birth (DOB)

• Zip code

• The user does not have an authorization code active in the system– Review the case

– If the individual needs to complete the on-line initial engagement process, update the system accordingly

– Ensure the individual is eligible to volunteer

• There are two processes

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Access Issues• If the authorization activity exists and is

active, the program staff should determine why the volunteer cannot get in the system successfully

• Step 1: Is the individual clicking on “New User”?

– If the individual has never logged in before, the individual needs to click the New User button on the log-in screen

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Access Issues

• Step 1: Is the individual clicking on “New User”?

– Staff at the Department of Economic Opportunity (DEO) have received hundreds of calls from new users who have attempted to enter a random user id and password instead of clicking the “New User” button

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Access Issues

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Access Issues

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Access Issues

• Step 2: Is the volunteer entering the correct “primary information” required when (s)he clicks the “New User” button?

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Access Issues• Step 2: Is the volunteer entering the correct

“primary information” required when (s)he clicks the “New User” button?– Go to the Case at a Glance screen associated with

the volunteer’s case

– Check the information against what the New User is entering in the OSST system• SSN

• Date of birth

• Zip code

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Access Issues

• Step 2: Is the volunteer entering the correct “primary information” required when (s)he clicks the “New User” button?

– If the information provided by the volunteer does not match what is in the system, check the FLORIDA system to ensure that the OSST system has the correct data

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Access Issues• If the SSN, date of birth and zip code in the

OSST system match the data found in the Department of Children and Families (DCF) data entry system, FLORIDA, the volunteer may not be entering the SSN, date of birth or zip code that was entered on the application– The volunteer may have moved or may have

entered information incorrectly on the application

– Ask the individual, “What did you enter on the application?”

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Access Issues• If the SSN, date of birth or zip code the

volunteer is offering verbally do not match what is in both OSST and/or FLORIDA, the appropriate system has to be updated– If the volunteer’s case was created or reopened

by workforce staff based on FLORIDA data, the workforce staff can update the OSST system using the FLORIDA system information

– If the volunteer’s case was generated by the FLORIDA to OSST interface, the volunteer needs to report the changes to the DCF. Then, the changes will be automatically received from DCF

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Questions

If you have any questions, please contact the Department of Economic

Opportunity’s Food Stamp Employment and Training team at 1-866-352-2345

An equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. All voice telephone numbers on this document may be reached by person using TTY/TDD equipment via the Florida Relay Service at 711.