DAISEY Initiative Specific Helpdesk Guide
Purpose
This guide serves as a resource for providing DAISEY helpdesk Tier 1 and Tier 2 support. In this document is background knowledge of each initiative and links to resources such as initiative Solution Sites and user trackers.
Helpdesk team members should consult this document and the resources included therein as their first resource for Tier 1 helpdesk questions. If more information is needed, please then contact the initiative DAISEY coordinator for Tier 2 support.
Helpdesk Tiers
Escalation Workflow
If a helpdesk ticket needs escalation to a DAISEY initiative coordinator, please use the following workflow for the outreach process. This process allows all initiative coordinators to assist if a coordinator is unexpectedly out of the office or has other work limiting their ability to reply.
Forward the ticket to the initiative coordinator using the canned response template in Freshdesk.
If one to two business days have passed and the initiative coordinator has not responded, please post in the DAISEY Helpdesk Teams channel on the Questions page with the following information.
The ticket number and URL link.
The appropriate initiative.
Use the tag @Coordinators which will include all initiative coordinators in the post.
Family First
Initiative Description: The designated lead agency for Family First Prevention grants is the Kansas Department for Children and Families (DCF). Family First programs are designed to keep families together and prevent children from entering the foster care system. For those Family First programs who opted to collect data in DAISEY, program staff input individual client level data (client profiles/demographics and assessments) for parents/guardians and children. Information on the Family First grant and data entry requirements, including the most current user management template, is housed on the KU School of Social Welfare Family First Preventions Services website. There are no DAISEY reports associated with this module, therefore new users will not be added to Tableau Server groups.
New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of the Family First User Tracker. If that staff member is no longer with the organization, escalate to the initiative coordinator so that they may assist in identifying a new primary contact. The help desk email for Family First is daiseyadmin@ku.edu.
*When requests come in to deactivate users, please check that the person being deactivated is not also the primary contact. If that is the case, process the request, but also escalate to the initiative coordinator so that they may follow-up on identifying the replacement primary contact. If the primary contact is requesting to deactivate their own account (e.g., when they plan to leave their position or retire), please ask them to designate a new/replacement primary contact. Please copy any secondary primary contacts on the communication.
*Family First principal investigator, Kaela Byers (kaela@ku.edu), can request new user access without additional approval. Additional project staff can request changes to user access but copy Kaela Byers on all communication. These staff include Priya Vanchy (priyavanchy@ku.edu) and Amanda Brown (amandarose@ku.edu). If you are unsure whether the request is legitimate, please forward to the initiative coordinator.
Iowa FSSD
Initiative Description: Iowa Family Support Statewide Database (FSSD) users are typically home visitors who input individual level data and screeners for caregivers (prenatal and those with young children) and can have more than one child associated per caregiver. There are many funders for FSSD programs as they are funded at the state level. The largest funder is ECI (Early Childhood Iowa). Other funders are Shared Visions and DHS (Department of Human Services). There are some programs that receive funding from more than one funder. IHHS (Iowa Health and Human Services, formally IDPH – Iowa Department of Public Health) is still the overseeing body of DAISEY for FSSD since they are the entity CPPR contracts with for DAISEY. The fiscal year runs July – June. Please see the Iowa DAISEY Solutions Site linked in the initiative name above.
New user access workflow: utilize the Primary Contacts on the FSSD user tracker to see the program’s primary contact. If the primary contact is no longer at the organization, contact the secondary contact, Iowa state-level staff or funder to assist them in identifying the new program DAISEY primary contact. Funder information can be found on the Users tab of the user tracker. For ECI-funded programs, contact the ECI Director (indicated in column D, ECI Director) or ECI Administrator (indicated in column T, Agency Role) to assist. The current ECI Administrators are Amanda Winslow and Ann Lebo. For DHS-funded programs, the administrators are Cassandra Murra (primary contact) and Abby Patterson. For Shared Visions-funded programs, the administrators are Amy Stegeman (primary contact) and Marianne Rodrigues. Note that administrators assigned the Grantee Reviewer role, barring a couple exceptions, should be affiliated with the Iowa FSSD Grantee in DAISEY rather than individual organizations; however, the user tracker should have a row for each group they have access to in reports (allowing us to track access to groups in Server). The help desk email for Iowa FSSD is daisey.iowa@ku.edu.
* State-level staff can request access without additional approval. These staff members are Janet Horras, Claire Carlson, Kristy Roosa, PJ West, and Anne Plagge. These access requests should come from their Iowa email address ending in iowa.idph.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.
Iowa MIECHV
Initiative Description: Iowa Maternal, Infant, Early Childhood Home Visiting (MIECHV) users are home visitors who put individual level data and screeners for caregivers (prenatal and those with young children) and up to one child per caregiver. The only funder is IHHS (Iowa Health and Human Services), previously known as IDPH (Iowa Department of Public Health). IHHS distributes federal funds to organizations across Iowa. The fiscal year runs October – September. Please see the Iowa DAISEY Solutions Site linked in the initiative name above.
New user access approval workflow: utilize the Org Primary Contacts tab on the MIECHV user tracker to loop in the appropriate person for approval. When requests come in to deactivate users, please check that the person being deactivated is not also the primary contact. If the primary contact is requesting to deactivate their own account (e.g., when they plan to leave their position or retire), please ask them to designate a new/replacement primary contact. The help desk email for Iowa MIECHV is daisey.iowa@ku.edu. Please copy any secondary contact on the correspondence, if applicable.
* State-level staff can request access without additional approval. These staff members are Janet Horras, Claire Carlson, Kristy Roosa, and PJ West. These access requests should come from their Iowa email address ending in iowa.idph.gov OR hhs.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.
Kansas Children’s Cabinet (ECBG & CBCAP)
Initiative Description: The Kansas Children’s Cabinet and Trust Fund is the designated lead agency for federal Community-Based Child Abuse Prevention (CBCAP) services and distributes Kansas Early Childhood Block Grant (ECBG) funds. DAISEY users input individual client level data (client profiles/demographics and assessments) for caregivers (prenatal and those with young children) and children receiving services from ECBG and CBCAP funded programs. ECBG serves children birth to 5 (when they are Kindergarten eligible). Each caregiver can have more than one child associated. There may be caregivers with no child associated, but all child profiles need to be associated with a caregiver per the Children’s Cabinet and WSU requirements. Grantees are located across the state and may vary over time depending on who applies at the start of each funding cycle.
New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of their respective ECBG or CBCAP User Tracker. If that staff member is no longer with the organization, escalate to the initiative coordinator so they may help identify a new primary contact. The most current user management template is located on the KCCTF DAISEY Solutions website. The help desk email for ECBG and CBCAP is daisey.kcctf@ku.edu.
*When requests come in to deactivate users, please check that the person being deactivated is not also the primary contact. If that is the case, process the request, but also escalate to the initiative coordinator so that they may follow-up on identifying the replacement primary contact. If the primary contact is requesting to deactivate their own account (e.g., when they plan to leave their position or retire), please ask them to designate a new/replacement primary contact.
*State-level staff can request access without additional approval. These staff members are Amy Meek (ameek@ksde.org) and Christie Wyckoff (cnwyckoff@ksde.org). If you are unsure whether the request is legitimate, please forward to the initiative coordinator.
*Note: The CAEDE module was decommissioned as of July 2022. No new users should be added to that DAISEY module. If a request comes in for access to the CAEDE data, please forward that request to the initiative coordinator.
KDHE
Initiative Description: Kansas Department of Health and Environment (KDHE) users enter client-level data for all programs under the KDHE DAISEY umbrella: Family Planning, Becoming a Mom, Maternal Child Health, PMI, and TPTCM. The program is administered by KDHE. Please see the link to the KDHE Solutions Site in the initiative name above.
New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of the KDHE User Tracker. Please ensure the name of the organization matches the organization in the request exactly. Forward to the initiative coordinator if unsure. If that staff member is no longer with the organization, escalate to the initiative coordinator so they may help identify a new primary contact. The most current user management template is located on the KDHE DAISEY Solutions website. The help desk email for KDHE is daisey.kdhe@ku.edu.
*State-level staff can request access without additional approval. This should usually only come from Carrie Akin, but please forward to the initiative coordinator if it’s another user requesting access with a ks.gov email address. These access requests should come from their State of Kansas email address ending in ks.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.
Kansas Early Head Start (KEHS)
Initiative Description: The designated lead agency is the Kansas Department for Children and Families (DCF). DAISEY users input aggregate level data only; no client-level or PII information is entered into the KEHS forms. Data is captured in two forms—the KEHS Child Care Outcome form and the KEHS Home Visitation Outcome form. Historical note: In July 2018, two forms were discontinued per DCF’s request—the KEHS Child Care Performance form and the KEHS Home Visitation Performance form.
New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of the KEHS User Tracker. If that staff member is no longer with the organization, escalate to the initiative coordinator so that they may assist in identifying a new primary contact. The help desk email for KEHS is daisey.kehs@ku.edu.
DAISEY system note: KEHS is embedded within the ECBG module, so user access is modified from that access point. KEHS users can be distinguished from ECBG accounts as KEHS are assigned as either a State Admin role for the DCF-Kansas Early Head Start grantee (this is for state leads only) or are program staff with an EHS user role.
*When requests come in to deactivate users, please check that the person being deactivated is not also the primary contact. If that is the case, process the request, but also escalate to the initiative coordinator so that they may follow-up on identifying the replacement primary contact. If the primary contact is requesting to deactivate their own account (e.g., when they plan to leave their position or retire), please ask them to designate a new/replacement primary contact at that time.
*State-level staff can request access without additional approval. These staff members are Leslie Hamilton, Kimberly Kennedy, and Nichelle (Nikki) Adams. The emails will all end with @ks.gov. If you are unsure whether the request is legitimate, please forward to the initiative coordinator.
Kansas MIECHV
Initiative Description: The Kansas Department of Health and Environment (KDHE) oversees the Kansas Maternal, Infant, Early Childhood Home Visiting (MIECHV) program. These users input individual level data for caregivers (prenatal and those with young children) and can have more than one child associated per caregiver. KS MIECHV serves six counties in Kansas: Cherokee, Labette, Montgomery, Neosho, Wilson, Wyandotte, some counties have more than one Local Implementing Agency (LIA) and some LIAs serve more than one county. Please see the link to the KS MIECHV Solutions Site in the initiative name above.
New User Access workflow: In the User Tracker KSHV, utilize the Org Primary Contacts tab to loop in the appropriate person for approval.
*State-level staff can request access without additional approval. These staff members are Carrie Akin and Dione Guyton. These access requests should come from their State of Kansas email address ending in ks.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.
Sedgwick County Healthy Babies
Initiative Description: The Sedgwick County Health Department administers the Healthy Babies Universal Home Visiting program. The program services Sedgwick County residents who are pregnant and caregivers with infants birth to 6 months. Sedgwick County Healthy Babies home visitors and supervisors input individual client level data for families.
New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of the Sedgwick County Healthy Babies User Tracker. If that staff member is no longer with the organization, escalate to the initiative coordinator so they may help identify a new primary contact. The help desk email for Sedgwick County Healthy Babies is daisey-sedgwick@ku.edu.
*When requests come in to deactivate users, please check that the person being deactivated is not also the primary contact. If that is the case, process the request, but also escalate to the initiative coordinator so that they may follow-up on identifying the replacement primary contact. If the primary contact is requesting to deactivate their own account (e.g., when they plan to leave their position or retire), please ask them to designate a new/replacement primary contact.
*State-level staff can request access without additional approval; however, the primary contact should be copied on any correspondence regarding staff access changes. These staff members are Kristen Alhareedi (kristen.alhareedi@sedgwick.gov, primary), Robin White-Daniels (robin.white-daniels@sedgwick.gov), and Jason McKenney (jason.mckenney@sedgwick.gov). If you are unsure whether the request is legitimate, please forward to the initiative coordinator.
WI FRC
Initiative Description: Users enter site-level data related to their site’s Family Resource Center activities. The program is administered by the state Child Abuse and Neglect Prevention Board. There is no PII or individual level information entered into this module. There are also no reports available for users in this module.
New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of the WI FRC User Tracker. Forward to the initiative coordinator if unsure. If that staff member is no longer with the organization, escalate to the initiative coordinator so they may help identify a new primary contact. The most current user management template is located on the WPRS DAISEY Solutions website. The help desk email for WI FRC is daisey.wprs@ku.edu.
Please ensure the name of the organization matches the organization in the request exactly – note that all WI FRC organizations have the prefix “WI FRC – “. Forward to the initiative coordinator if unsure.
*State-level staff can request access without additional approval. These staff members are Rebecca Murray and Merrissa Johnson. These access requests should come from their State of Wisconsin email address ending in wi.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.
WIHV
Initiative Description: Users enter all client-level MIECHV program encounter/ Home Visit data for the state of Wisconsin, with data entered for adults and children receiving program services/ home visits. The program is administered by WI DCF FFHV
New User Access workflow: In the User Tracker WI document utilize the Uzer Championz tab to loop in the appropriate person for approval. Forward to the initiative coordinator if unsure. If that staff member is no longer with the organization, escalate to the initiative coordinator so they may help identify a new primary contact. The most current user management template is located on the WIHV DAISEY Solutions website. The help desk email for WIHV is daisey.wihv@ku.edu.
*State-level staff can request access without additional approval. These staff members are Abby Eskenazi and Diane Knutson. These access requests should come from their State of Wisconsin email address ending in wi.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.
WPRS
Initiative Description: Users enter both client-level and aggregate data for WI CANPB program services. The program is administered by the Wisconsin Child Abuse and Neglect Prevention Board. Please see the link in the initiative’s name for the WPRS (Wisconsin Prevention Reporting System) Solution Site.
New User Access workflow: New User Access workflow: The DAISEY primary contact for approving new access is the person listed on the Primary Contacts tab of the WPRS User Tracker. Forward to the initiative coordinator if unsure. If that staff member is no longer with the organization, escalate to the initiative coordinator so they may help identify a new primary contact. The most current user management template is located on the WPRS DAISEY Solutions website. The help desk email for WPRS is daisey.wprs@ku.edu.
Please ensure the name of the organization matches the organization in the request exactly – note that all WPRS organizations will not have the prefix “WI FRC – “. Forward to the initiative coordinator if unsure.
*State-level staff can request access without additional approval. These staff members are Rebecca Murray and Merrissa Johnson. These access requests should come from their State of Wisconsin email address ending in wi.gov. If you are questioning if the request is legitimate, please forward to the initiative coordinator.