If you are a customer of an IDD agency, then you know that there may be times when you need help resolving an issue or using the software effectively. Issues can crop up unexpectedly and it’s important to have a reliable resource to turn to for assistance. That’s where Vertex comes in. We offer the support your IDD agency needs to run smoothly at all times. Our team is readily available to help you resolve any issues that may arise. In this quick guide, we will provide you with some tips on how to resolve common issues from our dedicated support team.
Most Common Support Scenarios We Encounter With IDD Agencies
When it comes to providing support and actionable resolutions, Vertex’s team is always ready to assist. Oftentimes, customers who are seeking support are pleased to find that their issue is an easy fix. And with step-by-step instructions and guidance from the Vertex support team, you’ll be back up and running in no time.
Here are some of the most common support scenarios we encounter with IDD agencies:
A Change in Minimum or Prevailing Wage
For busy IDD agencies, it’s easy to forget about updating the minimum wage once a change occurs. When a user comes to the Vertex support team with a request to update the minimum wage, we email a step-by-step guide including where and how to update the minimum wage. Additionally, we’ll also point out Client Payroll Manager’s built-in Help system and how to find the answer there. A straightforward and simple process, all the user needs to do is press F1 on their keyboard or select help from the menu, then enter the keywords “minimum wage” and proceed to follow the listed steps.
Management Team is Unable to Sign a User’s Records
Typically, this happens when new providers are added to your IDD agency. When adding a new provider, the Case Manager needs to know what type of person at your agency will be able to sign the new provider’s records. Once Professional Services receives notice that a staff person can’t see or sign another person’s records, Vertex’s support team will determine who the new provider’s Gives Consumer Visibility To in the provider’s records is set to. Oftentimes this is due to nothing having been entered in this field, so the Case Manager does not know who should sign this record. This can be resolved by adding the appropriate value to this field, as this usually fixes the issue. In addition, we may also need to check the person who is signing the staff record field, Gets Consumer Visibility From. In order to be able to see and sign the records, the person that staff is getting information from needs to be at a higher level in the Case Manager Hierarchy.
Inability to View Time Records on Employee Productivity History or Job/Activity History Report
Client Payroll Manager time records can be in one of two states: included in a built and/or posted payroll batch or not (unbuilt). Only time records that are included in a built and/or posted payroll batch are considered history records and will display on the “history” reports. If you are not ready to complete a payroll but need the information to display on one of the history reports, you can build the payroll batch, run the reports, then unbuild the batch.
Funding Rate Increase
This support issue isn’t one that occurs very often, but it’s important to be aware of the steps to take should it arise. When funding rates increase, (and hopefully not decrease) customers must update their rates. Vertex’s support team will email a document that provides step-by-step instructions on how to add the new rates. It’s important to note that you are not changing the current rate, but ending the current rate and adding the new one. In doing so, the history of what the rate was on any given day is maintained and is used for adjustments.
Adding New Users
Sometimes, staff hires at IDD agencies can be few and far between. Due to the infrequency, Professional Services has several tools to refresh your memory on how to add new users. We can provide a link to a video that walks you through the process of adding a new user, as well as provide a step-by-step guide.
Vertex’s IDD Software Support Team Offers You the Solutions You Need, When You Need Them
No matter what your question or issue may be, Vertex’s support team is here to help. We have a wide range of resources and solutions for your IDD agency, whether it is a quick fix or more complex problem. Our team of experts is available 24/7 to help you resolve any issue quickly and easily. From step-by-step guides to dedicated support team members who can walk you through the process, Vertex ensures you get the support you need. At Vertex, we are committed to providing you with the support you need to keep your IDD agency running smoothly.