The purpose of this document is to provide a quick reference for answers to questions posed during the early stages of pilot operations of the OSST system.
Question: How do I report problems I am having with OSST?
Answer: First seek out your local resources, such as your trainer, security officer, or technical support staff. If they are unable to assist you in resolving your question/problem they will forward the information to the OSST support desk. Your problem will be researched and information to resolve your question, will be reported back to your local resource contacts to share the solution with you.
Question: How can I make a suggestion that I think would improve OSST?
Answer: E-mail suggestions directly to: osstsuggestions@myflorida.com
Question: - How do I request policy training for the Welfare Transition Program (WTP) and/or the Supplemental Nutrition Assistance Program Employment and Training Program (SNAP E&T)?
Answer: Policy training for WTP can be requested by contacting Dianne Parcell at
dianne.parcell@awi.state.fl.us or for SNAP E&T by contacting
larry.miklus@awi.state.fl.us
Question: Can I have two OSST sessions with different user ID's open at the same time?
Answer: It is recommended, due to session issues, that the application not be opened more than one time.
Question: When updating OSST, why is the wrong caseload is displayed.
Answer: This occurs when multiple browser windows are opened. It is recommended, due to session issues, that the application not be opened more than one time.
Question: How do I change a customer's name in OSST if it is misspelled in OSST and correct in FLORIDA?
Answer: The name field can only be corrected by asking FLORIDA to resend the record. This will update the name with the correct spelling.
Question: My transactions keep timing out or do not seem to load the entire page. What should I do?
Answer: Report this to your local technical support staff. Your local technical support staff will determine if it is a local connectivity issue. This issue has generally been associated with internet connectivity problems in the local area. Your local technical support staff will report their findings to the OSST help desk if they feel it is an application problem.
Question: Are user Ids and passwords case sensitive?
Answer: No. If you have problems with your user ID or password contact your local security officer.
Question: How are user accounts deleted?
Answer: Currently, user accounts can only be deleted by members of the help desk. Before deleting an account, the regional security officer will need to send a written request to the help desk. The capability to delete or inactivate user accounts by the Regional Security Officer is expected to be included in Release 1.2, scheduled for release on April 23, 2001.
Question: Can support staff assist counselors in maintaining case files in OSST?
Answer: Supervisors indicate the level of security access they want for each of their staff. The supervisor should contact the local security officer if they need security authority changed.
Question: How can I request an OSST user ID - for administrative and reporting purposes?
Answer: Currently ID's are linked to specific units; therefore no provisions have currently been made for administrative ID's. This topic is being reviewed as a potential change for Release 1.2, scheduled for release on April 23, 2001.
Question: As a supervisor of multiple units, how do I access all the counselor caseloads in the various units I supervise?
Answer: Your logon will allow you to access all the units you have security in. After signing on, select the unit, then the counselor in the unit to access a specific caseload.
Question: - As a supervisor, I need to balance counselor caseloads periodically. How do I transfer cases between counselors to balance caseloads?
Answer:: Go to the workload, then select the counselor you want to transfer the cases from. Go into that caseload. Click on the Submit/Reassign button. Follow the transfer procedure/prompts. Note: OSST allows both supervisors and counselors to perform the transfer function.
Question: My Welfare Transition customer no longer receives cash and needs transitional services. How do I change the case from mandatory to transitional?
Answer: To change a mandatory case to transitional, go to case at a glance and click on the edit tab for demographic information. From this demographic screen go to change OSST registration status and select transitional from the drop down.
Question: How do I add transitional support services to a customer's case?
Answer: The header must reflect TS before you can add transitional services to a case. (To review how to change a case from MN to TS see previous question/answer). If the header reflect TS and you still cannot add transitional services contact your local support resources.
Question: Do I have to open a case to request a sanction lift?
Answer: No. In OSST you can request a sanction lift for a closed case.
Question:Can I print selected case notes?
Answer: At this time if you need to print case notes, you must, cut and paste the notes into a word processing tool. This topic is being reviewed as potential functionality within Release 1.2
Question: When attempting to close a case the closure wizard indicates that services are open. When clicking on the indicated service(s), the page refreshes but navigation to those services does not occur. Why?
Answer: The services may have been closed with the status of incomplete. When closing services, training or activities it is necessary that the service be marked with a status of complete. The service may have an outcome of incomplete which relates to the customers outcome (i.e., the customer never completed the activity for various reasons, several of which are available in the outcome drop down. The status of this service, training or activity is complete whenever an end date is entered and should be marked as such. This will allow for the case to be closed and eliminates the associated issue.
Question:How do I change a closure reason code reason if I entered the wrong one?
Answer: You must reopen the case, select the correct closure reason and then re-close the case. Explain your actions in the case notes.
Question: Which actions trigger correspondence?
Answer: Currently there are eleven triggers for correspondence. Refer to the Trigger Maintenance topic to review triggers and their related correspondence.
Question: How do I request a Food Stamp Reimbursement (FSR) for a SNAP E&T participant?
Answer: The FSR page (Food Stamp Reimbursement Request Summary) is accessed by scrolling to the bottom of the benefit information page on a SNAP E&T case.
Question: When lifting a sanction the system displays an imposed date as the same day as the end (or lift) date. Why?
Answer: This occurs when a lift request is performed on sanction prior to an imposed date being sent down by the FLORIDA system. There is no harm in this action, this imposed date will be over written by the crossing FLORIDA interface.
Question: When closing a case or reviewing a customer, jobs which were completed show no end dates. Why?
Answer: This issue occurs with job placements which were made prior to 10/1/1997. The former WAGES system did not require end dates to be placed on the jobs prior to this date. The appropriate action to correct this issue is to review the JPR entries for this job via a JPR search, or by jumping to a date in the JPR entry screen. Find the date that the last open JPR was generated and use this date as the job end date. An additional option would be to end the job as of 10/1/1997 Note: This will not generate JPR weeks erroneously.
Question: I am trying to save the job duties in the job placement description and am not able to save my entry.
Answer: Special character entries such as: !, @, *, ( ) ,% #, %, &, +, cannot be used. If this is not the problem report the specifics to your local support.
Question: Why do I receive duplicate transferred to and from to-dos?
Answer: This should no longer occur. A check for this is now in place. If a to-do exists and it has not been confirmed, the interface will not send a duplicate to-do. If a transfer to-do is confirmed but the case is not transferred by case manager, transfer to-dos will continue to be created by FLORIDA until the client is transferred via the transfer screen.
Question: The historical to-do tab is not displaying all of the old to-dos, why?
Answer: The historical to-do's are defaulted to show to-dos from the previous month. To see older to-do's you can change the calendar to include the time period you want displayed.
Question: If I work register a customer in OSST do I still need to work register them in ODDS?
Answer: No. OSST and ODDS interface nightly. This interface copies information from OSST to ODDS A, H and R screens.
Question: Is the household information on the case at a glance current?
Answer: Since household information does not get refreshed during the nightly batch, you still need to go to the FLORIDA system and verify if children are in the household.