Louisiana Tracking of Time Services (TOTS)

Transcription

1 Louisiana Tracking of Time Services (TOTS) Provider User Manual Provider Help Desk:

2

3 Table of Contents Conduent State & Local Solutions, Inc. I. Glossary...2 II. General Information... 3 III. Help Desks... 5 Client Help...5 Provider Help Referrals and Payments...5 Provider Web Portal IV. Daily Check In...6 V. Daily Check Out... 7 VI. Daily Receipt...8 VII. Previous Check In and Previous Check Out...9 Previous Check In...11 Previous Check Out VIII. Absent Day Reporting...15 IX. Store and Forward X. Void XI. Attendance Reports XII. Updating Finger Images XIII. Terminal Setup...22 XIV. Supplies...23 XV. Messages Error Messages Communication Messages...25 POS Void Messages POS Error Codes...27 XVI. Frequently Asked Questions LA TOTS Provider User Manual 1

4 I. Glossary The following is a list of some of the terms and abbreviations used in this Operations Manual. Conduent State and Local Solutions Conduent is the company contracted by the Louisiana Department of Education (LDE) to install and maintain the Tracking of Time Services (TOTS) system. Automated Clearing House (ACH) - An electronic network used by financial institutions to issue credits Biometric Finger Scanner- Device that is used for parents/guardians or household designees to scan their finger image to begin recording their child (ren) s attendance at a Child Care facility. Child Care Assistance Program (CCAP) The state-sponsored child care subsidy program for low-income families. Type III Centers - Type III centers are child care facilities that provide care to seven or more unrelated children and are regulated by the Child Care Licensing and Regulatory Section. Type M Centers - Type M centers are child care facilities that are licensed by the Department of Defense and are eligible to receive CCAP payments. Family Child Day Care Homes (FCDCH) (Type R) - An FCDCH provider must care for no more than six children including his own children and any other children living at his residence who are under age 13, or age 13 through 17 if disabled. Daily Transaction Report A report that is printed on demand when a provider wants to see all check in and check out activity for the current date. Louisiana Department of Education (LDE) The state agency responsible for child care policy and procedures. Tracking of Time Services (TOTS) The name of the Louisiana system used to record and track child care time and attendance. Point-of-Service (POS) Device The equipment used at your center to check children in and out or to obtain a Daily Report or Exceptions Report. Store and Forward (SAF) A process within the POS system where the transaction is recorded, stored, and sent through for processing upon the POS device making a successful line connection. 2 LA TOTS Provider User Manual

5 II. General Information The Louisiana Department of Education (LDE) and Conduent State and Local Solutions will make available two pieces of equipment you will be using for the Tracking of Time Services (TOTS). Only Type III, M, and R child care providers will use the Biometric Finger Image Reader and Point of Service device. TOTS is the system LDE is using to record the child care time and attendance of children who are enrolled in Child Care Assistance Program (CCAP). Providers are issued one (1) BIO/POS device for every 40 children in CCAP or Child Walfare (CW) children when LDE is paying for those services for children in care. Throughout this manual, the equipment is referred to as the BIO/POS or by the abbreviation POS. However, you may also hear it referred to as a terminal. Parents/guardian or household designees must use this terminal to record time and attendance information for children receiving LDE sponsored child care services. It is very important the parent/guardian or household designee check their child(ren) in and out of your care each time care has started and ended using this equipment in order to accurately capture their time and attendance to ensure accurate payments to the provider. For policies regarding CCAP please refer to your local LDE office. The POS device will provide a response each time a child(ren) is checked in or out of your facility. If you do not receive a Successful Transaction message, the transaction was not recorded. Allow the household designee to re-enter the transaction with the correct information. This device and standard 6 ft cords, cables, and splitters are made available to you at no cost. Additional customization, such as longer cords or installing telephone jacks, is the center s responsibility. Replacement and repair of the POS is the responsibility of Conduent or its agents unless the need for replacement or repair is due to theft, destruction of the device or negligent handling. In these instances, you are financially responsible for the cost of the repair or replacement of the equipment. You are provided with two rolls of heat sensitive paper for the device when it is installed. After that time, you are responsible for purchasing replacement paper. Please see the Supplies section on page 22 for more information on the POS terminal paper. LA TOTS Provider User Manual 3

6 Biometric Finger Image Scanner and Point of Service Device picture. Bioscanner POS device 4 LA TOTS Provider User Manual

7 III. Help Desk Provider Help Desk This number is to be used when you need to call for help with: Questions about the operation of your equipment Technical difficulties with your equipment Client Help Clients who have questions regarding their eligibility will be referred back to LDE by calling or ing LDECCAP@LA.GOV. Provider Help Referrals and Payments If you have a question about the status of authorizations assigned to you, payments, or program policy questions, you will need to contact LDE by calling or ing LDECCAP@LA.GOV. You may also visit the LDE website com. Provider Web Portal This website is designed for Child Care Providers to access information about the children who are authorized for care at their facility. It also has a link to the LA LDE Provider Website to access Provider resources and materials. LA TOTS Provider User Manual 5

8 IV. Daily Check In To record a child s time and attendance, the parent (or their household designee) must scan their finger image on the biometric reader, then follow the prompts on the POS device. The following are the procedures for this process: Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2. Provider Options F4 Household designee presses F2 and scans his/her finger. Select Primary Case First Name,Last Name First Name,Last Name [X] - Exit If the household designee is a member of more than one case, POS displays the matching cases by the primary designee name on the case and prompts the household designee to select the correct case for the child. Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Absent Day Household designee presses 1 for Check In. Check In Enter Child 1 #: Household designee keys in child number and presses the Green Enter Key. Note: If entering more than one child, enter the next child number and press the Green Enter Key. When finished press the Green Enter Key again. Check In APPROVED Printing Receipt. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. When a response is received, the transaction status is shown. The status is either approved or denied. The device then prompts the household designee to print a receipt for the completed transaction, if desired. A receipt will print automatically when a broadcast message is set to be displayed. 6 LA TOTS Provider User Manual

9 V. Daily Check Out When a child leaves the facility for the day, the parent/guardian or household designee must scan his/her finger for the check out. The following are the procedures for this process: Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2. Provider Options F4 Household designee presses F2 and scans his/her finger. Select Primary Case First Name,Last Name First Name,Last Name [X] - Exit If the household designee is a member of more than one case, POS displays the matching cases by the primary designee name on the case and prompts the household designee to select the correct case for the child. Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Absent Day Household designee presses 2 for Check Out. Check Out Enter Child 1 #: Household designee keys in child number and presses the Green Enter Key. Note: If entering more than one child, enter the next child number and press the Green Enter Key. When finished press the Green Enter Key again. Check Out APPROVED Printing Receipt. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. When a response is received, the transaction status is shown. The status is either approved or denied. The device then prompts the household designee to print a receipt for the completed transaction, if desired. A receipt will print automatically when a broadcast message is set to be displayed. LA TOTS Provider User Manual 7

10 VI. Daily Receipt After a daily check in or check out is completed, the parent/household designee may elect to print the Daily Transaction Receipt. The following is an example of a printed receipt: Training Provider Street 1 Anywhere,AL Ph: Term#: T /15/17 Prov#: :30:04am Daily Transaction Receipt For: 02/15/2017 Item #: /15/ :28:22pm CHECK IN Child Name: Patrick J. Member ID: Case ID: #: Child #:01 Care Unit: Full Time Care Level: Preschool Hours Remaining: 30 APPROVED Tran#: 1001 Child Name: Patricia J. Member ID: Case ID: #: Child #:02 Care Unit: Full Time Care Level: Infant/Toddler Hours Remaining: 30 APPROVED Tran#: 1002 ============================= 8 LA TOTS Provider User Manual

11 VII. Previous In and Previous Check Out If a child s time and attendance did not get recorded when the child arrived at the child care facility, it may be entered up to seven days (the current day and the previous 6 days) after the date care was given. The previous check in and previous check out transaction is used in situations where the parent/guardian or household designee is not available to scan their finger at the time the child arrives or leaves the child care facility. Examples of when this transaction must be used are when the child: Is picked up by a van and transported to the child care facility and a parent/ guardian or household designee is not available to perform the check in transaction. Arrives at the child care facility after school and a parent/guardian or household designee is not available to perform the check in transaction. Leaves the child care facility during the day and a parent/guardian or household designee is not available to complete the check out. Was not checked in when the child arrived at the child care facility and a parent/ guardian or household designee is not available to complete the check out. Was not checked out when the child left the child care facility and a parent/ guardian or household designee is not available to complete the check out. Arrived or left the child care facility and TOTS was not working and you or your household designee was not able to complete the check in or check out and a parent/guardian or household designee is not available to complete the check out. In each of these examples, the parent/guardian or household designee must use the previous check in or previous check out transaction the next time they are with the provider but no later than seven days after care was provided for CCAP to make payment. A child cannot be checked out of care if they have not previously been checked in care and vice versa. If the child has not been checked out for a prior day, a check in may not be completed until a previous check out is performed. Example: A child is checked in by the parent on Monday at 8:00 a.m. The child is picked up Monday at 5:30 p.m. but is not checked out. The child arrives at 8:05 a.m. on Tuesday. Since the child was not checked out on Monday afternoon, a previous check out must be done for 5:30 p.m. before the child may be checked in again. If a child leaves the center and returns during the day but the parent or household designee is not present to complete the check out and check in, the parent/guardian or household designee must complete a previous check out for when the child left, a previous check in for when the child returned and then the final check out for the end of the day. LA TOTS Provider User Manual 9

12 Example: A child is checked in by the parent at 8:15 a.m. A speech pathologist picks the child up at 10:30 for a speech therapy session out of the center. The child is returned to the center at 12:00 p.m. When the parent picks the child up at 5:00 p.m., she must complete a previous check out for 10:30 a.m., a previous check in for 12:00 p.m., and a check out for 5:00 p.m. 10 LA TOTS Provider User Manual

13 Previous Check In Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2. Household designee presses F2 and scans his/her finger. Provider Options F4 Select Primary Case First Name,Last Name First Name,Last Name [X] - Exit If the household designee is a member of more than one case, POS displays the matching cases by the primary designee name on the case and prompts the household designee to select the correct case for the child. Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Absent Day Household designee presses 3 for Previous Check In. Prev Check In Date: 09/17 Household designee keys in the date for the Previous Check In (MM/DD, Example 09/09) and presses the Green Enter Key. Prev Check In Date: 09/17 Time: 08:30 Household designee keys in the time the child arrived (HH:MM, Example 08:30) and presses the Green Enter Key. Prev Check In Date: 09/17 Time: 08:30 1-AM / 2-PM Household designee selects 1 for AM or 2 for PM. Continued LA TOTS Provider User Manual 11

14 Previous Check In (continued) Terminal Screen Prev Check In 09/04/ :30am Enter Child 1 #: Prev Check In APPROVED Printing Receipt. << Press Any Key >> Action Household designee keys in child number and presses the Green Enter Key. Note: If entering more than one child, enter the next child number and press the Green Enter Key. When finished press the Green Enter Key again. Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. Note: If the parent/guardian or household designee tries to complete a check in for a child when there is an existing check in from a previous time that does not have a corresponding check out, an error message Denied A8 - Check in Exists will display. If this happens, the parent/guardian or household designee must complete a previous check out for the child before being able to check the child in again. 12 LA TOTS Provider User Manual

15 Previous Check Out Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2. Household designee presses F2 and scans his/her finger. Provider Options F4 Select Primary Case First Name,Last Name First Name,Last Name [X] - Exit If the household designee is a member of more than one case, POS displays the matching cases by the primary designee name on the case and prompts the household designee to select the correct case for the child. Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Absent Day Household designee presses 4 for Previous Check Out. Prev Check In Date: 09/17 Household designee keys in the date for the Previous Check Out (MM/DD, Example 09/09) and presses the Green Enter Key. Prev Check Out Date: 09/17 Time: 08:30 Household designee keys in the time the child arrived (HH:MM, Example 08:30) and presses the Green Enter Key. Prev Check Out Date: 09/17 Time: 08:30 1-AM / 2-PM Household designee selects 1 for AM or 2 for PM. Continued LA TOTS Provider User Manual 13

16 Previous Check Out (continued) Terminal Screen Prev Check Out 09/04/ :30am Enter Child 1 #: Action Household designee keys in child number and presses the Green Enter Key. Note: If entering more than one child, enter the next child number and press the Green Enter Key. When finished press the Green Enter Key again. Prev Check Out APPROVED Printing Receipt. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. 14 LA TOTS Provider User Manual

17 VIII. Absent Day Recording Household Designee or alternate cardholders are required to record any days that a child is absent for any reason. They can record this information through the POS device. The recording of absent days must be done within 10 days of the absence. The steps for completing the absent day recording are listed below. Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2. Provider Options F4 Household designee presses F2 and scans his/her finger. PIN Number Required Please ENTER PIN... **** [X] - Exit Household designee enters 4-digit PIN and presses the Green Enter Key. Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Absent Day Household designee presses 5 for Absent Day. Absent Day Date: 09/17 Household designee keys in the date for the Absent Day (MM/DD, Example 09/09) and presses the Green Enter Key. Absent Day 09/04/2017 Enter Child 1 #: Household designee keys in child number and presses the Green Enter Key. Note: If entering more than one child, enter the next child number and press the Green Enter Key. When finished press the Green Enter Key again. Absent Day APPROVED Printing Receipt. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. LA TOTS Provider User Manual 15

18 IX. Store and Forward The Store and Forward feature is used when the POS device is not able to connect to the system host in order to transmit a transaction, for example if the phone or internet connection is being used by another device, such as a fax machine, or during severe weather conditions where connection is lost, or for transportation vehicles that operate normally but disconnected from the host. This feature allows the POS device to store transactions, and when the device is able to connect to the host, the stored transactions are automatically sent to the host for processing. While disconnected from the host, the parent/guardian or household designee can still use the POS to check children in or out. The device stores the information and when telephone service or internet connection is restored, the terminal sends the information as soon as a connection is detected. If your electrical service is out, it is required that you keep manual sign in/out sheets for parents to complete when checking children in and out of your care. When information has been stored, POS will show SAF STORED. The POS automatically attempts to send the SAF, after the connection has been re-established, the transaction will be forwarded automatically. Once the information that has been stored is sent, the Daily Transaction Report shows SAF COMPLETE. If the POS has not automatically sent the SAF transactions, use the steps on page 16. Please note that if you are using a dial-up connection and are currently using any form of call notes or voice mail on your telephone, the messages must be cleared in order for your POS device to work. The POS device must have a clear dial tone in order to dial out. If you get SAF transactions because of this, use steps on page 16 to send all transactions stored on your device. 16 LA TOTS Provider User Manual

19 Store and Forward Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2 Press F4. Provider Options F4 Provider Options User Pwd: Back Key in your 6-digit User Password (123456). Press Green Enter Key. Provider Options 1-Reports 2-Void Tran # 3-Send SAFs 4-Get Finger Images 5-Terminal Setup Back Press 3 for Send SAF's. Note: The Terminal Setup option is used by the equipment depot only. Send SAFs VOID APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. LA TOTS Provider User Manual 17

20 X. Void The Void transaction may be used to cancel out a transaction that was entered in error. It requires that you have the transaction number, which can be obtained from the POS Daily Transaction Report. After the transaction is voided, it will be necessary for the correct information to be re-entered. If the error is discovered at the original time of entry, the correct information may be entered using the appropriate check in or check out transactions. If the error is discovered later than the original time of entry but within 7 days (current day and previous 6 days) of the original date the information was entered in error, the correct information may be entered using the appropriate previous check in or previous check out transactions. Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2 Press F4. Provider Options F4 Provider Options User Pwd: Back Key in your 6-digit User Password (123456). Press Green Enter Key. Provider Options 1-Reports 2-Void Tran # 3-Send SAFs 4-Get Finger Images 5-Terminal Setup Back Press 2 for Void Transaction. Void Transaction Enter Tran# Key in up to 12-digit Transaction Number. Press Green Enter Key. Void Transaction VOID APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. 18 LA TOTS Provider User Manual

21 XI. Attendance Reports The POS provides a Daily Transaction Report that can be obtained for tracking the daily attendance recorded for your facility. This report gives a break down of all children s attendance for the current date. The report will show each child that was in attendance by day and show their attendance status for that day. It will also show a subtotal of how many children were in care that day and list the attendance statistics for the day. The report will give the attendance statistics for the current day only. Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2 Press F4. Provider Options F4 Provider Options User Pwd: Key in your 6-digit User Password (123456). Press Green Enter Key. Provider Options 1-Reports 2-Void Tran # 3-Send SAFs 4-Get Finger Images 5-Terminal Setup Back Press 1 for Reports. Reports 1-Detailed Totals 2-Summary Attend 3-Case Inquiry 4-Exceptions Back Press 1 for Daily Transactions. Daily Totals Rpt APPROVED Keep provider receipt for records. << Press Any Key >> Wait for authorization. The system displays CONNECTING then PROCESSING, followed by an approved or denied message. LA TOTS Provider User Manual 19

22 Daily Attendance Report Receipt The following is an example of the Daily Attendance Report. Training Provider Street 1 Anywhere,AL Ph: Term#: T /15/17 Prov#: :30:04am Daily Transaction Receipt For: 02/15/2017 Item #: /15/ :28:22pm CHECK IN Child Name: Firstname Lastname Member ID: Case ID: #: Child #:01 Care Unit: Full Time Care Level: Preschool Hours Remaining: 30 APPROVED Tran#: 1001 Firstname Lastname Member ID: Case ID: #: Child #:02 Full Time Infant/Toddler Care Level: Infant/Toddler Hours Remaining: 30 APPROVED Tran#: 1002 ============================= Item #: /15/ :28:22pm CHECK OUT Child Name: Firstname Lastname Member ID: Case ID: Child #:02 Care Unit: Full Time Care Level: Infant/Toddler Hours Remaining: 15 APPROVED Tran#: 1003 ============================= Item #: /15/ :28:22pm CHECK OUT Child Name: Firstname Lastname Member ID: Case ID: #: Child #:02 Care Unit: Preschool Hours Remaining: 12 Denied Tran#: 1004 Reason: No Check In ============================= 20 LA TOTS Provider User Manual

23 XII. Updating Finger Images The POS device stores finger images for those parents/guardians or household designees that are authorized to drop off or pick up children at the provider facility. These finger images are automatically updated once per day, between 3:00 and 4:00 pm (CST), depending on new or changed information on cases and authorizations for children. If a finger image scan is not recognized by the POS device, it is possible that the automatic update has not been performed yet or changes were made since the last automatic update. Use the following steps to manually update the POS device with the latest finger images. You can also view when the last finger image was updated, or you can re-load all images for that provider. Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2 Press F4. Provider Options F4 Provider Options User Pwd: Key in your 6-digit User Password (123456). Press Green Enter Key. Provider Options 1-Reports 2-Void Tran # 3-Send SAFs 4-Get Finger Images 5-Terminal Setup Back Press 4 for Get Finger Images. Get Finger Images 1-Update Finger Data 2-Show Update Time 3-Reload All (SLOW) Back Press 1 to get updated images since last download. Press 2 to view the default batch auto-load time when the finger image was updated for that provider. Press 3 to load ALL the images associated for the provider. This will erase the images stored on POS as well as the bio device and re-loads all the images for that provider. LA TOTS Provider User Manual 21

24 XIII. Terminal Setup There are no Provider User Functions listed under the Terminal Setup screens. All functions listed under the Terminal Setup screens are used by the service technicians to setup and repair the terminal. If you should require repair service to the POS device, the repair technician will try and troubleshoot the issue with you over the telephone before a replacement terminal is sent. During the troubleshooting process, the technician may instruct you to go through the following steps to assist with the troubleshooting process. Terminal Screen Action Sat 09/08/17 12:00pm Scan Finger F2 Press F4. Provider Options F4 Provider Options User Pwd: Key in your 6-digit User Password (123456). Press Green Enter Key. Provider Options 1-Reports 2-Void Tran # 3-Send SAFs 4-Get Finger Images 5-Terminal Setup Back Press 5 for Terminal Setup. 22 LA TOTS Provider User Manual

25 XIV. Supplies The only supplies needed for your the POS is replacement printer paper. At the time of installation, you are provided with the name of a reputable supplier of this paper or you may purchase the paper at any office supply store. It is very important to remember the paper used by the device is heat sensitive paper. The device prints on the paper without using a ribbon. The VeriFone device can use either of the following types of replacement paper: VeriFone Part # - CRM0039 High-grade thermal paper 2 ¼ inch (57mm) wide roll VeriFone Part # - CRM0027 Medium-grade thermal paper 2 ¼ inch (57mm) wide roll Providers are reimbursed for the POS paper associated with transactions completed on the POS equipment. Supply reimbursement is sent by Conduent on a monthly basis through a deposit to the provider s bank account indicated on the ACH Settlement Form. The amount of reimbursement is based on the number of transactions completed and not on the amount of paper purchased. LA TOTS Provider User Manual 23

26 XV. Messages Error Messages The following error messages may be displayed before communication with the host if there are any errors from the POS device. Messages PLEASE TRY AGAIN NOT AVAILABLE NOT ALLOWED OVER 7 DAYS OLD NO HOST RESPONSE NO SAF TO SETTLE INVALID PASSWORD INVALID DATE INVALID TIME FINGER IMAGE UPDATE FAILED SEND VOID FAILED Description There was a mistake made when the information was entered. Re-enter the information. The selection you made is not available. You are not authorized to do the selected transaction. The 7-day limit for entering transactions has expired. The POS device could not receive a response from the main computer. The system tried to complete a Store and Forward transaction but there was no information to process. You put in an incorrect or invalid password. You have entered the date in an invalid format. You have entered the time in an invalid format. The POS device was unable to retrieve updated finger images. The POS device was unable to send the void transaction. 24 LA TOTS Provider User Manual

27 Communication Messages The following error messages may be displayed before communication with the host if there are any errors from the POS device. Messages WAITING FOR LINE DIALING LOST COMM W/HOST AUTO-SEND SAFS BP Host Time Out Description Your phone line is busy or out of service. The POS device is dialing phone to reach the main computer. The POS device has lost the connection with the main computer and is not receiving a response. You should attempt the transaction again. If the problem persists, contact the Provider Help Desk at The POS device has started a regular process of sending stored transactions, if any, to the host for processing. The POS device has lost the connection with the main computer because of bad telephone line or internet connection. You should attempt the transaction again. If the problem persists, contact the Provider Help Desk at LA TOTS Provider User Manual 25

28 POS Void Messages Code Short Message Description displayed on POS device Message Long Description D2 Transaction Not Found The transaction number attempting to be voided is not found. B5 Void Ineligible The transaction number attempting to be voided is not an eligible transaction type. What should the Provider Do? Check the Provider Web Portal to ensure that attempted void transaction number is correct. Previously voided transactions cannot be voided. When checking children in/out of care, there are various error messages that may be received. Understanding the error message will aid in helping the parent/guardian or household designee resolve the error and check the child in/out of care successfully. 26 LA TOTS Provider User Manual

29 POS Error Codes The following are Error Codes that may be received from the host upon processing a transaction: POS Check In/Check Out Messages Code Short Message Description displayed on POS device Message Long Description 5 Child# Not Found There is no authorization for the child for the provider. 19 System Error Occurred A system error occurred. A0 No Authorized Units The number of authorized units has been used up through check in/out activity or reduction by LDE. A4 No Designee Access The household designee (parent or other designee on the case) has been set to No Access, which means the household designee is no longer authorized to check the child in or out of care. A6 Case Closed The Case has been closed by LDE. What should the Provider Do? The provider can look the child # up using the Provider Web Portal to ensure the parent enters the correct child number. Contact the Conduent Provider Help Desk at The parent must contact their LDE case worker. This person may no longer check this particular child in/out of care. The parent must contact their LDE case worker. LA TOTS Provider User Manual 27

30 Code Short Message Description displayed on POS device Message Long Description A8 Check In Exists A check in is being attempted and an open check in exists for the child. BF Invalid Date The previous check in and previous check out attempted was for a future date. B0 Backscan Error The previous check in or previous check out transaction attempted is not within the 7-day time period. DC Provider Inactive The Provider Number associated with the POS device has been inactivated by LDE. DD Check In Not Found 1. A check out is attempted and an open check in exists for the child for more than 24 hours OR 2. A check out is attempted and no check in has been performed in the last 24 hours. What should the Provider Do? A check out must be performed before another check in can be completed. If an open check in exists within the backscan period, a previous check out must be completed before another check in can be completed. Previous check ins and previous check outs must be within the last 7-day period with day one being the current day. Previous check ins/outs must be within the last 7-day period with day one being the current day. The provider must call the LDE Help Desk at A previous check out must be performed before another check in can be completed. 2. A previous check in must be performed before the child may be checked out. 28 LA TOTS Provider User Manual

31 Code Short Message Description displayed on POS device Message Long Description E4 Authorization On Hold Transaction approved, however, the authorization is on-hold with LDE and may restrict payment of services to the provider if the issue regarding the hold is not cleared. E6 TA#/Person# Not Found The Time and Attendance Number/ Person Number could not be found in the system. E8 Auth Not Found A current authorization does not exist on the case for the child. EF Overlapping Care A check in is being attempted between an existing check in/out span, creating an overlap in the care dates and/or times. What should the Provider Do? The parent must contact their LDE case worker. The provider can look the TA/person # up on the Provider Web Portal. The parent must contact their LDE case worker. A check out must be done to match the open check in. LA TOTS Provider User Manual 29

32 XVI. Frequently Asked Questions What happens if the client is not authorized to receive Child Care Assistance? When the parent/guardian or household designee scans his/her finger, the POS will display one of the messages shown in the Authorization Status/Error Messages section of this manual. If the client disagrees with this message, they should contact their local LDE office. What happens if a specific child in a family is not included for Child Care Assistance? After the child number is entered and the ENTER key is pressed, the POS displays one of the messages shown in the Authorization Status/Error Messages section of this manual. If the parent/guardian or household designee disagrees with this message, they should contact their local LDE office. What if the parent/guardian or household designee finger scan is not recognized by the device? You can attempt to refresh the finger image data on the POS device by selecting Provider Options from the main screen, entering the password, and then selecting Get Finger Images. The POS device will connect to the host and retrieve the latest finger image data. After this process, the parent/guardian or household designee can attempt to scan his/her finger again. If the finger scan is still not recognized, the head of household should contact their local LDE office for information. Once the issue is resolved with LDE, the parent/guardian or household designee has 7 days (current day plus six days) to enter a previous check in or previous check out transaction. How does the POS work? The POS sends and receives information over the internet or analog phone lines linked to a LA LDE computer network. Once the internet/phone connection is made, the transaction authorization process takes approximately 5 seconds. What happens if my telephone line is out of service but I have electricity? Parents/guardian or household designees can still check children in and out, as long as the device is still powered. The information is stored in the POS and will be transmitted when the POS detects a dial tone. You may also send any stored transactions by using the SAF function previously described. What happens if I do not have electricity? The POS will not work if you do not have electricity. In such circumstances, you will need to keep a manual attendance log of the children you are caring for. The parent/ guardian or household designee will need to enter the attendance when electricity is re-established 30 LA TOTS Provider User Manual

33 What happens if I unplug the device? Will I lose any information that I have entered? Information will not be lost. If you have information that has been stored in the POS because there was no telephone service, you will have to make sure it is transmitted within 6 days of when the day care was provided. What happens if my POS device does not work? Call the Provider Help Desk at What happens if I forget to check a child out? If a child is not checked out, the parent or household designee will need to perform a previous check out before a new check in can be performed. How can I get more paper for my device? It is your responsibility to purchase replacement paper. You can purchase the replacement paper for your equipment from local office supply stores. However, you will be reimbursed for paper used in the POS device on a monthly basis. See page 22 under Supplies. How do I get paid if a household designee doesn t check in or out for a couple of days and, then doesn t return? This is a good example of the importance of requiring your parent/guardian or household designees to check in and out every day. Only the local LDE office can discuss and address policies related to payments. LA TOTS Provider User Manual 31

34 Notes: 32 LA TOTS Provider User Manual

35

36 Where to Call for Help: Refer to the Quick Reference Guide provided with your POS device Provider Help Desk Conduent Business Service, LLC. All rights reserved. Conduent and Conduent Agile Star are trademarks of Conduent Business Services, LLC in the United States and/or other countries. 12/2017 LA-TOTS-POS 2017