Helpdesk Support Changes

Starting March 15, 2024, the Helpdesk's hours of operation are Monday through Friday from 9:00 am - 3:00 pm, with password reset support available until 4:30 pm. Support for our current system must begin to scale back so that those staffing our Helpdesk can devote more of their time towards preparation for the software transition.

What’s NOT changing:

• Support for any critical data or reporting work that will affect a client getting housing or getting services.

• Support for reports with deadlines prior to July 1. 

• Password resets/login issues.

What IS changing:

• As of March 15, the Helpdesk is staffed from 9:00 am - 3:00 pm. It is anticipated that this schedule will continue through July 1, but the software transition may require further adjustments.

• Response times may be longer.

• Responses may be abbreviated, with a greater emphasis placed on self-service resources and peer support.

• Client records will no longer be merged.

• No individual phone calls/virtual check-ins.

We will resume our full level of Helpdesk support after the software transition is complete. In the meantime, please continue to enter data in HMIS and utilize the resources on our website and in our Knowledge Base. We appreciate everyone's flexibility during this time, and we look forward to the start of a new, easier to use, HMIS platform!