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NDS Support Portal

Welcome to our support portal. Below are different areas of content around our product and services.

 

Additionally, you may contact the NDS Help Desk toll free at (866) 789-7590 or via e-mail at: NDSHelpDesk@usa.childcareaware.org. The Help Desk is available to 8 am to 6 pm Eastern Time, Monday through Friday.

 

If you are looking for program details around NDS, they can be found here: http://usa.childcareaware.org/programs-services/naccrra-data-services.

 

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Transition from IMM to ORM: What potential issues might clients face?

NACCRRAware
Online-Referral-Module
Internet-Mask-Module

When transitioning from IMM to ORM, there are a few items to which we want to bring your attention as they may affect the client’s experience with your new profile. Please consider adding instructions to the Login page header and the Help screen to assist clients as they attempt to log in to ORM.

ORM’s current design allows an email address to be stored in the database one time only. Currently it is not associated with an individual profile. What does this mean? An email address can only be registered online one time. Clients accessing more than one profile will need to register on each with different email addresses. For example, a client lives in Region 1 and works in Region 2. Each region is served by different CCR&Rs therefore the client must register on each in order to search for child care near home and near work. The email address registered in Region 1 cannot be registered again on Region 2’s ORM profile.

This also affects clients that have received referrals by email after contacting the CCR&R’s referral specialist. Clients that have their email address recorded in a NACCRRAware client record cannot register that same email address in the ORM profile. When attempting to register the email address saved in NACCRRAware, the client will receive a message that it’s already registered, and this message may cause some confusion. Adding a message in the login page header and in help that alerts clients of this possibility and advises them of next steps is strongly recommended.

When providing referrals by email for clients, referral specialists should consider adding ORM access to the client’s NACCRRAware record, and providing the client with their default user name and password. The user name and password should be shared with the client over the phone and may also be included in the email with the attached referrals (*see sample email message below). When the client logs in to ORM the first time, they will be prompted to create a security question with answer; they have an opportunity to update their user name and password at that time, if desired.

Clients that have used the old IMM profile can log in to the new ORM profile after the ORM Administrator migrates the existing client records (ORM has a utility to do this). Their default user name is the email address registered in IMM, and they will use their IMM password. When the client logs in to ORM the first time, they will be prompted to create a security question with answer; they can update their user name and password at that time, if desired.

IMM clients, however, must remember their IMM password in order to log in to ORM. Because ORM requires the user to answer a security question correctly before resetting a password, and IMM does not have a security question feature, the client will be unable to reset the IMM password to use in ORM. Referral specialists are also unable to reset the password manually for the client; therefore the client must reregister in ORM.

If the client needs to reregister, a different email address must be used. If the client does not have an alternate email to use, the referral specialist needs to replace the email from the IMM client record in NACCRRAware. It is suggested that the agency use a standard “fake” email that can be identified later (for example, immclient@agency.org). The client is then able to reregister in ORM using their actual email address. This action creates a second client record in NACCRRAware; therefore a duplicate record exists for the same client. To remove duplicate records, the agency must manually merge the client information (previous referrals, action items) from the old IMM record to the new, ORM record.

The NDS team is currently reviewing the ORM handling of email addresses and plans to release a new version that addresses these issues later this year. We will post updates to this particular thread periodically. You may want to follow this thread so you are notified by Atlas of any updates.

*Sample text for emailed referrals to provide access to ORM:

*Dear [Parent Name]:

Thank you for contacting [CCR&R] for referrals. Additional referrals can be received by contacting our referral specialist [days & times available] or by visiting us online at [agency website]. You can access your information online by logging in with the following user name and password:

[username] [password]

After logging in you will be prompted to create a security question and answer; you can also change the user name and update the password if you wish. You will be able to review and update your family’s information and search for additional referrals.

Thank you,

[Referral Specialist]

Ruth Bowell, NDS Help Desk
· 1950
Ruth Bowell, NDS Help Desk
Replies (4)
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I have updated an IMM record with the default e-mail address and have been able to register the user that contacted me. Part of the directions state that changing the user name is possible. I see where the change the password and changing the security answer can be done on the Login page. I do not see how to change the user name or e-mail once someone logs in. How does the user name get changed?


Michele Johnson
· 1
Michele Johnson
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Thank you for the question. The client has just one opportunity to change his/her user name and the email address associated with the record, and that can only be done during the first login session when the security question is set. Once the security question has been set, the user name is also set and cannot be changed.


Ruth Bowell, NDS Help Desk
· 1950
Ruth Bowell, NDS Help Desk
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ANSWER

ORM versions 3.5 and 3.5.1 have been released to address these issues. IMM clients migrated to ORM can retrieve their IMM password if forgotten, and clients that received referrals via email or have their email address entered into an existing NACCRRAware record can register by connecting to their existing client record. This means no duplicate NACCRRAware client records - one for the emailed referrals and a different one for the online referrals. Also, clients can register their email address more than once if they are searching more than one agency's database.

The email check is done when the client registers for an account as soon as the client enters their email address and continues to the next field rather than when the client submits the data collection form. When an existing ORM client forgets they have already set up an account and therefore tries to register a second time, ORM generates a message that the email is already registered and they are given the option to have their user name and password sent to their email address on file. Any clients that were migrated from IMM to ORM are also handled this way.

The NDS team also addressed issues related to those clients that had received emailed referrals from an agency. If an agency user enters a client's email address in to a NACCRRAware client record, when the client attempts to register that same email address ORM provides a message that they were found in the database and populates the ORM data collection form with any relevant data already collected by the agency user. The client only needs to set their user name, password, security question and security answer to complete the ORM registration. We are working to not prepopulate the client data collection form but rather send access to the ORM profile to the email address on file. Therefore the email validation check will work the same way for all clients. If the email address is found in the system during the check, an email will be sent to the registered email address with further instructions.

Agencies can continue to assign the agency’s ORM profile to the client receiving referrals via email, and set a user name and password for the client to use initially. The client still has the option to change the user name and password when they log in the first time. Should the client forget their credentials, though, they will need to contact the agency since they have not yet set their security question and answer.

Some additional enhancements that we missed announcing in the Release Notes include: expanding the NACCRRAware ORM User Name field from 15 to 64 characters which matches the ORM data collection form, and allowing a client to register an email address that was saved to a client record which has been permanently deleted from the system.


Ruth Bowell, NDS Help Desk
· 1950
Ruth Bowell, NDS Help Desk
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A new version of ORM has been released. This version enhances the previous versions and fixes the client registration process so that clients entered into the NACCRRAware database are handled the same way when they register in an ORM profile. If the client registers an email address already saved to a NACCRRAware client record, the client will need to check that email for a link allowing them to continue the registration process. If the ORM registration process was completed previously under that email, the client will also be able to retrieve a forgotten user name, or reset a forgotten password. The "Forgot Password" and "Forgot Username" features require the client correctly answer the security question set previously.

A few of the new messages to clients now include the agency telephone number, as recorded in the Agency Update form. NDS Administrators should review the Agency Update form to ensure the correct telephone number (Agency Contact telephone) is being given to clients in these messages.

ORM Administrators also have two new Help screens to configure: Forgot Password and Forgot Username. Including possible scenarios in these Help screens may help clients understand why they may not be able to reset their password, for example. They may receive a message that their security question has not been set and to call the agency.


Ruth Bowell, NDS Help Desk
· 1950
Ruth Bowell, NDS Help Desk