Provider Operations Manual Hoosier Works for Child Care

Transcription

1 Conduent State & Local Solutions, Inc. Provider Operations Manual Hoosier Works for Child Care for Electronic Payment System using Vx510 POS Devices Customer Service Call Center Refer to the Quick Reference Guide provided with your POS device

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3 Table of Contents Conduent State & Local Solutions, Inc. I. General Information...1 II. Glossary...2 III. Help Desks... 3 IV. Keyboard Layout...4 V. Child Name and Child Number... 5 VI. Daily Check In...6 VII. Daily Check Out...8 VIII. Previous Check In & Check Out IX. Previous Check In & Check Out Examples...20 X. Personal Day Claim...21 XI. Reports...25 XII. Void Transactions XIII. Store and Forward (SAF)...37 XIV. Supplies...38 XV. Frequently Asked Questions...39 XVI. POS Response Codes Providers Operations Manual i

4 WARNING CCDF Child Care Providers may not possess or use a Hoosier Works for Child Care card, 16 digit card number and/or Personal Identification Number (PIN) to authorize electronic attendance transactions for any CCDF children. This policy also applies to child care staff, as well as any members of the provider s household/program in which child care is provided. CCDF Providers may not require or coerce parents/ guardians to violate this policy. Failure to follow the above policy could lead to negative action taken against your child care program, up to and including termination from the Child Care and Development Fund (CCDF) voucher program. This policy is applicable to all child care sites that receive CCDF dollars.

5 I. General Information The Indiana Family & Social Services Administration (FSSA) and Conduent State and Local Solutions are very proud to make available the equipment that you will be using for the Hoosier Works for Child Care system. The system is also referred to as the Hoosier Works for Child Care (HWCC) Electronic Payment System. This is the system FSSA is using to record the time and attendance of children in child care programs and to generate payments to child care providers. Throughout this manual, the equipment will be referred to as a Point of Service machine, a terminal, or by the abbreviation POS. Your parent/guardians and/or authorized representatives must use the POS to enter child care time and attendance information for children receiving a CCDF child care subsidy. This system calculates and generates your payment. Your parent/guardians MUST use the POS in order for you to be paid for CCDF voucher children. It is very important that the parent/guardian or authorized representative check their child(ren) in and out of your child care program every day. This is done through the use of the HWCC card. Children must not be allowed to use the HWCC card to check themselves in or out. The card may only be used by the parent/guardian or an authorized representative. We realize there may be situations where it will be necessary to use the Previous Check In and Previous Check Out (these transactions cover the situation when the parent/guardian is not available to swipe their card and are described later in this document). However, use of the previous transactions should be the exception rather than the rule. Providers also have the ability to correct errors. You are provided with a way to void an incorrect transaction, have the CCDF client enter correct information. The HWCC system can print a daily receipt or a daily report of time and attendance on your POS which displays the times children have checked in or out of your child care program as well as a weekly report of time and attendance and payments. Additionally, a report is available listing child care children who were checked in at your child care program but, not checked out. You will not get paid for a child who has not been checked in and checked out. If a child is checked in but not checked out, the parent/guardian will not be allowed to check in again until the child has been checked out for the previous day. The POS machine is made available to you at no cost. Installation, replacement, and repair of the POS are the responsibility of Conduent or its agents unless the need for replacement or repair is due to theft, destruction of the machine, or negligent handling. In these instances, you are financially responsible for the cost of repair or replacement of the equipment. When the POS is installed, you will be provided with two rolls of heat sensitive printer paper. After your initial supply, you are responsible for purchasing replacement paper. Periodically, Conduent will reimburse you for the cost of the paper used based on the number of transactions processed during the month. This reimbursement will automatically be deposited to your bank account. At the time of installation, you will be provided with the name of a reputable supplier of this paper or you may purchase the paper at any office supply store. Providers Operations Manual 1

6 II. Glossary The following is a list of some of the terms and abbreviations you will see in this Provider Operations Manual.. Conduent Conduent State & Local Solutions, Inc. is the company under contract to the Indiana Family & Social Services Administration to install and maintain the Hoosier Works Child Care System.. Authorized Representative A person designated by the primary applicant to receive a HWCC card and authorized to check children in or out of the child care program. Daily Attendance Report A report showing all daily completed attendance (both a Check In and Check Out) for children attending your child care program for a prior date. Daily Receipt The receipt that is printed each time a transaction is performed. Exceptions Report A report showing any child who has been checked in but has not been checked out. HWCC Hoosier Works for Child Care. Indiana Family & Social Services Administration (FSSA) FSSA is the state agency responsible for child care policy and procedures. Local Intake Agency The Intake Agency is the county office where the parent/ guardian goes to enroll in the CCDF program. Point of Service (POS) The equipment used at your child care program to check children in and out, view a Daily Receipt, and to obtain Reports. Service Period A two week period during which attendance transactions are collected for provider payment. A two-week service period begins on a Sunday and ends two Saturdays later. Payment for a service period is one week in arrears. Store and Forward (SAF) The system method of processing transactions when the telephone line is unavailable. Transactions are stored in the POS and forwarded to the processor (main computer) when the phone line becomes available. Totals Reports Reports that allow you to check payment totals for children who have attendance recorded at your child care program. Weekly Attendance Hours Report A report showing the weekly cumulative total hour attendance for children attending your child care program for a previous report week. 2 Provider Operations Manual

7 III. Help Desks Provider Help Desk: This number is to be used when you require help with: Questions about the operation of your equipment Technical difficulties with your equipment Payment problems and discrepancies Problems with their HWCC Card Problems with their PIN If you have questions about your eligibility and you are a Legally Licensed Exempt Provider, you will need to contact The Consultants Consortium (TCC) at If you are a Licensed Home, Center or Registered Ministry and you have questions about your eligibility you will need to contact State Licensing at Providers Operations Manual 3

8 IV. Keyboard Layout The POS keyboard allows you to move from one action to another. The picture below shows the keyboard layout. It displays the keys your parent/guardians and/or authorized representatives will use to move through the steps to check a child in or out of your child care program and that you, as a provider, will use to retrieve your reports. In this manual, each of the POS activities--such as how to check a child in or out and how to retrieve your reports--are shown. Prior to using the POS keyboard keys, the HWCC card should be swiped through the POS. If the card cannot be read automatically by the POS (or if the card is unavailable) an option for the client to enter the card number manually is provided. Internal Thermal Printer Paper Roll Cover Release Power Indicator (On/Off) Magnetic Card Reader Terminal Display Green ENTER Key Yellow BACKSPACE Key Red CANCEL Key 4 Provider Operations Manual

9 V. Child Name and Child Number When recording a child s time and attendance, the client or authorized representative will have two different options for identifying which child(ren) they are completing a transaction for. The client or authorized representative can either use a child s name or a child s number. The following are the procedures for each process: CHILD NAME System Displays Select children by? 1-Name / 2-Number Parent/Guardian Press 1 for Name System Displays Retrieving names. Please wait System Displays Select children: #1 Parent/Guardian Keys the number to the left of the child name (If entering more than one child for this card, press the number for each child until all children are selected. If more than five names are listed, an arrow will appear above the purple function buttons. Use the button below the arrow to move back and forth between screens. To select all the names on the screen, use the purple function button below the All on the screen.) Press ENTER Wait for Authorization. The system will display several messages then an approval or denial message. System prints Receipt. CHILD NUMBER System Displays Select children by: 1-Name / 2-Number Parent/Guardian Press 2 for Number System Displays Enter Child 1# Parent/Guardian Keys in Child # Press ENTER (If entering only one child for this card, press ENTER twice after entering the child #. If entering more than one child, enter the next child and press ENTER.) Press ENTER again after last child Wait for Authorization. The system will display several messages then an approval or denial message. System prints Receipt. Providers Operations Manual 5

10 VI. Daily Check In When a child arrives at the child care program for the day, the parent/guardian or authorized representative must swipe their HWCC card through the POS or, if necessary, manually enter the card number using the POS keyboard. The following are the procedures for each process: Daily Check In - Card Swipe Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Manual Entry F3 Provider Options F4 To begin, terminal must be displaying the Menu Screen. Swipe HWCC card. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [1] to select Check In. Check In 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check In. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 Check In APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. When a response is received and a receipt is printed, the result of the transaction will be shown. The status will be Approved, Denied, or a message displayed. 6 Provider Operations Manual

11 Daily Check In - Manual Entry Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. To begin, terminal must be displaying the Menu Screen. Manual Entry F3 Provider Options F4 Manual Entry Enter Card Number Enter the card number on the terminal keypad, then press the green ENTER key. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [1] to select Check In. Check In 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check In. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 Check In APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 7

12 VII. Daily Check-Out When a child leaves the child care program for the day, the client or authorized representative must swipe their HWCC card through the POS or, if necessary, manually enter the card number using the POS keyboard. The following are the procedures for each process: Daily Check Out - Card Swipe Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Manual Entry F3 Provider Options F4 To begin, terminal must be displaying the Menu Screen. Swipe HWCC card. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [2] to select Check Out. Check Out 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check Out. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 Check Out APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 8 Provider Operations Manual

13 Daily Check Out - Manual Entry Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. To begin, terminal must be displaying the Menu Screen. Manual Entry F3 Provider Options F4 Manual Entry Enter Card Number Enter the card number on the terminal keypad, then press the green ENTER key. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [2] to select Check Out. Check Out 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check Out. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page Check Out APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 9

14 Daily Check In & Check Out Receipts Each time a daily Check In or Check Out is completed, the information will be printed on the Daily Receipt. An example of this receipt is shown below: Daily Check In - Receipt Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /28/14 Prov#: :06:31pm Attendance Receipt For: 07/28/14 Item #: /28/ :45:39pm CHECK IN Firstname L. Child#: DOB: 08/01/2001 APPROVED Tran#: Firstname L. Child#: DOB: 08/01/2001 DENIED- MSG-POS-185 Reason: Authorization Expired ================================= Daily Check Out - Receipt Training Provider 123 Any Street Anywhere,USA Ph: Item #: /28/ :45:39pm CHECK OUT Firstname L. Child#: DOB: 08/01/2001 APPROVED Tran#: Firstname L. Child#: DOB: 08/01/2001 DENIED- MSG-POS-185 Reason: Authorization Expired ================================= 10 Provider Operations Manual

15 VIII. Previous Check In & Check Out If a child s time and attendance did not get recorded when the child arrived or departed the child care program, it must be entered within 13 calendar days from the date of the missed attendance, including the missed day. The Previous Check In and Previous Check Out transactions are used in situations where the parent or authorized representative is not available to swipe the HWCC card at the time the child arrives or leaves the child care program. Examples of when these transactions must be used are: The parent or authorized representative has forgotten to bring their card on the day the child was in child care. The child is picked up by a bus and transported to the child care program and a parent or authorized representative is not available to swipe the card through the machine. The child comes to the child care program after school and a parent or authorized representative is not available to swipe the card through the machine. The child is enrolled in before and after-school care at the child care program and is transported to and from school by someone other than a cardholder. The parent or authorized representative has missed a Check Out that incorporates an overnight stay. In each of the above examples, the parent or authorized representative must use the Previous Check In, Previous Check Out, or both types of transactions, the next time they are at the child care program. Previous Check Ins and Previous Check Outs must be completed within the current day up to 13 days in the past. It is very important that you encourage the parent/guardian to always check their child(ren) in and out of your child care program on a daily basis. We realize that there are some situations where it will be necessary to use the Previous Check In and Previous Check Out, however, this should be the exception rather than the rule. You will not get paid accurately or timely for a child who has not been checked in. If a child is checked in but not checked out, the parent must complete the missing check out before they will be allowed to check the child in again. Providers Operations Manual 11

16 Previous Check In - Card Swipe Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Manual Entry F3 Provider Options F4 To begin, terminal must be displaying the Menu Screen. Swipe HWCC card. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [3] to select Prev Check In. Prev Check In Date: MM/DD Parent/Guardian enters in the date for the Previous Check In (MM/DD, Example 06/14) and press green ENTER key. Prev Check In Date: 06/14 Time: HH:MM Parent/Guardian enters in the time the child arrived (HH:MM, Example 08:30) and presses the green ENTER key. Prev Check In Date: 06/14 Time: 08:30 1-AM / 2-PM? Client selects 1 for AM or 2 for PM. Prev Check In 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check In. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 12 Provider Operations Manual

17 Previous Check In - Card Swipe (Cont d) Terminal Screen Action Prev Check In APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 13

18 Previous Check In - Manual Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. To begin, terminal must be displaying the Menu Screen. Manual Entry F3 Provider Options F4 Manual Entry Enter Card Number Enter the card number on the terminal keypad, then press the green ENTER key. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [3] to select Prev Check In. Prev Check In Date: MM/DD Parent/Guardian enters in the date for the Previous Check In (MM/DD, Example 06/14) and press green ENTER key. Prev Check In Date: 06/14 Time: HH:MM Parent/Guardian enters in the time the child arrived (HH:MM, Example 08:30) and presses the green ENTER key. Prev Check In Date: 06/14 Time: 08:30 1-AM / 2-PM? Client selects 1 for AM or 2 for PM. 14 Provider Operations Manual

19 Previous Check In - Manual (Cont d) Terminal Screen Action Prev Check In 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check In. If entering number, parent will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 Prev Check In APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 15

20 Previous Check Out - Card Swipe Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Manual Entry F3 Provider Options F4 To begin, terminal must be displaying the Menu Screen. Swipe HWCC card. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [4] to select Prev Check Out. Prev Check Out Date: MM/DD Parent/Guardian enters in the date for the Previous Check Out (MM/DD, Example 06/14) and press green ENTER key. Prev Check Out Date: 06/14 Time: HH:MM Parent/Guardian enters in the time the child arrived (HH:MM, Example 08:30) and presses the green ENTER key. Prev Check Out Date: 06/14 Time: 08:30 1-AM / 2-PM? Client selects 1 for AM or 2 for PM. Prev Check Out 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check Out. If entering number, parent will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 16 Provider Operations Manual

21 Previous Check Out - Card Swipe (Cont d) Terminal Screen Prev Check Out APPROVED Printing Complete. << Press Any Key >> Action Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 17

22 Previous Check Out - Manual Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. To begin, terminal must be displaying the Menu Screen. Manual Entry F3 Provider Options F4 Manual Entry Enter Card Number Enter the card number on the terminal keypad, then press the green ENTER key. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [3] to select Prev Check Out. Prev Check Out Date: MM/DD Parent/Guardian enters in the date for the Previous Check Out (MM/DD, Example 06/14) and press green ENTER key. Prev Check Out Date: 06/14 Time: HH:MM Parent/Guardian enters in the time the child arrived (HH:MM, Example 08:30) and presses the green ENTER key. Prev Check Out Date: 06/14 Time: 08:30 1-AM / 2-PM? Parent/Guardian selects 1 for AM or 2 for PM. 18 Provider Operations Manual

23 Previous Check Out - Manual (Cont d) Terminal Screen Action Prev Check Out 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check Out. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 Prev Check Out APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 19

24 IX. Previous Check In & Check Out Examples School-Aged Child If you provide care for a school-aged child that either you or the school bus transports to and from school each day. In this situation, the parent or authorized representative will need to account for the time the child was not at the child care program. The following steps must be taken (times shown in parenthesis are examples): 1. The parent/guardian completes a Check In when they drop off their child at the child care program (7:00 am). 2. When the parent/guardian returns to the child care program at the end of the day to pick up their child, they should complete the following three transactions: A Previous Check Out for the time the child left the child care program to attend school (9:00 am). A Previous Check In for the time their child came back to the child care program from school (3:00 pm). A Check Out indicating the time they picked up their child at the child care program (6:00pm).. Overnight Stays If your parent or the authorized representative has missed recording transactions from an Overnight Stay, the following steps must be taken (times shown in parenthesis are examples): 1. The parent/guardian completes a Previous Check In for the time they dropped off their child at the child care program (9:00 pm). 2. The parent/guardian completes a Previous Check Out for the time they picked up their child at the child care program on the following day (3:00 am). Note: It is no longer necessary to perform an Overnight Stay transaction or a previous check-out or previous check-in at midnight during an overnight stay. 20 Provider Operations Manual

25 XI. Personal Day Claim A personal day claim may be used to add the normal daily authorized number of hours to a child s weekly attendance. When enrolled full-time with a full-time weekly subsidy, each family is allowed twenty (20) personal days per child during their enrollment year for which reimbursement can be made if a child is absent. Important Policy Reminders: Personal Days can ONLY be used when all of the following are true: It is being used at the parent/guardian s discretion. It is being used on a day that the provider is open for business*, It is being used on a day that the child was scheduled to attend, and It is being used on a day that the child did not attend for any portion of the day being claimed. * Personal days cannot be used for days when the provider is closed. Once the twenty (20) personal days are exhausted for a child, CCDF will not pay for any additional absences. Personal days may not be used to provide two -week notice. Any requirement for notice is between the parent/guardian and the provider. When recording a personal day, only one day can be performed at a time. A personal day claim is equal to the number of hours per day on the child s full time weekly voucher. Each child must be done separately. The client s HWCC card must be swiped through the POS or, if necessary, the card number manually entered using the POS keyboard. The following are procedures for recording a personal day claim: Personal Day Claim - Card Swipe Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Manual Entry F3 Provider Options F4 To begin, terminal must be displaying the Menu Screen. Swipe HWCC card. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [5] to report a Personal Day Claim. Cont. Providers Operations Manual 21

26 Personal Day Claim - Card Swipe Terminal Screen Action Personal Day Claim Date: MM/DD Key in the Date of the absense or sick day (MM/ DD, Example 06/28) then press the green ENTER key. Select children by [1] Name or [2] Number. Personal Day Claim 06/16/ :00am Select children by? 1-Name 2-Number Parent/Guardian will select children to Check In. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5 Personal Day Claim APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 22 Provider Operations Manual

27 Personal Day Claim - Manual Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. To begin, terminal must be displaying the Menu Screen. Manual Entry F3 Provider Options F4 Manual Entry Enter Card Number Enter the card number on the terminal keypad, then press the green ENTER key. PIN Number Required Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. * * ** [X] - Exit Attendance Type? 1-Check In 2-Check Out 3-Prev Check In 4-Prev Check Out 5-Personal Day Claim Press [5] to report a Personal Day Claim. Personal Day Claim Date: MM/DD Key in the Date of the Personal Day Claim (MM/ DD, Example 06/28) then press the green ENTER key. Personal Day Claim 06/16/ :00am Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check In. If entering number, parent /guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5. Personal Day Claim APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 23

28 Sample Personal Day Claim Receipt Each time a Personal Day Claim is completed, the information will be printed on a receipt. A personal day claim is equal to the number of hours per day on the child s full time weekly voucher. An example of this receipt is shown below: Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /28/14 Prov#: :06:31pm Attendance Receipt For: 07/28/14 Item #: /28/ :45:39pm PERSONAL DAY CLAIM For: 07/21/14 Firstname L. Child#: DOB: 08/01/2001 Days Left: 5 APPROVED Tran#: ================================= 24 Provider Operations Manual

29 XII. Reports There are five reports available to providers using this option. The reports are: Detailed Totals Report, Summary Totals Report, Exceptions Report., Summary Attendance Report, Weekly Attendance Hours Report. Totals Report (Detailed and Summary) The Totals Reports allow you to check your payment totals for children who have checked in or out of your child care program. The two types of Totals Reports are Detailed Totals and Summary Totals. The Detailed Totals Report provides detailed payment information for the report period selected. The information will be sorted by week, for each child. The amounts are subtotaled by week and totaled at the end reflecting the total payment. The business week for child care runs from Sunday at 12:01 a.m. to Saturday at 12:00 a.m. (midnight). The Summary Totals Report will only provide the total payment for the report period selected. You will be able to print Totals Reports for the current payment period and for the two previous payment periods. To print the Totals Report, use the following steps: Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Back Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [1] to select Reports. Provider Options 1-Detailed Totals 2-Summary Totals 3-Exceptions 4-Attendance 5-Weekly Attd Hours Back Press [1] to select Detailed Totals Report. Press [2] to select Summary Totals Report. Cont. Providers Operations Manual 25

30 Totals Report (Cont d) Terminal Screen Action Detailed Totals Rpt Report Period? 1-Current Period 2-Previous Period 3-2nd Prev Period Back Detailed Totals Rpt APPROVED Printing Complete. << Press Any Key >> Press [1] to select Current Period for the current week. Press [2] to select Previous Period for the immediate previous week. Press [3] to select 2nd Prev Period for the previous week, 2 weeks in the past. Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 26 Provider Operations Manual

31 Totals Report Receipts Sample Summary Totals Report Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /29/14 Prov#: :06:31pm Attendance Receipt For: Current Period Dates: 06/29/ /12/2014 Prov Paymt TOTAL Results: Approved ================================= Sample Detailed Totals Report Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /29/14 Prov#: :06:31pm Attendance Receipt For: Current Period Dates: 06/29/ /12/2014 Week #1: ========== Period Prov Paymt Week # Firstname1 L. Child#: DOB: 08/23/2004 Week # Firstname2 L. Child#: DOB: 01/03/ SUBTOTAL Week #2: ========== Period Prov Paymt Week # Firstname1 L. Child#: DOB: 08/23/2004 Week # Firstname2 L. Child#: DOB: 01/03/ SUBTOTAL TOTALS FOR: 06/29/ /12/2014 Prov Paymt TOTAL Results: Approved ================================= Providers Operations Manual 27

32 Exceptions Report The Exceptions Report prints a report of the children that have been checked in but have not been checked out. This report is useful in identifying Check Out transactions that were not successfully processed. To print the Exceptions Report, use the following steps: Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Back Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [1] to select Reports. Provider Options 1-Detailed Totals 2-Summary Totals 3-Exceptions 4-Attendance 5-Weekly Attd Hours Back Press [3] to select Exceptions Report. Exceptions Report Date: MM/DD Back Key in the Date of the report (MM/DD) then press the green ENTER key. The date is not required for the Exceptions Report. Exceptions Rpt APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 28 Provider Operations Manual

33 Sample Exceptions Report Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /29/14 Prov#: :30:04am Exceptions Report For: Wednesday, 07/23/2014 IN: 03:00pm Tran#: Firstname1 L. Child#: DOB: 08/01/2006 IN: 04:30pm Tran#: Firstname1 L. Child#: DOB: 08/01/2006 IN: 05:00pm Tran#: Firstname1 L. Child#: DOB: 08/01/2006 Total Exceptions: Results: Approved ================================= Providers Operations Manual 29

34 Attendance Report The Attendance Report produces all attendance transactions performed on a specified date. The Attendance Report produces a recap of all the transactions performed on a specified date. To print the Attendance Report, use the following steps: Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Back Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [1] to select Reports. Provider Options 1-Detailed Totals 2-Summary Totals 3-Exceptions 4-Attendance 5-Weekly Attd Hours Back Press [4] to select Attendance Report. Personal Day Claim 06/16/ :00am Select children by? 1-Name 2-Number Enter the From: and To: dates in MM/DD format. Then enter the Case Number. Press the Print key to print the detailed Attendance Report. Press the Sum key to print only the Summary section of the Attendance Report Daily Attendance Rpt APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 30 Provider Operations Manual

35 Sample Daily Attendance Report Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /29/14 Prov#: :30:04am Attendance Report As Of: 08/22/2014 From: 03/02/2014 To: 03/15/2014 Attendees: 5 Case: <summary/errors> Patricia J. Child#: DOB: 07/03/ /02/2014?IN: 08:20:23am Tr# ?OUT: 05:12:03pm Tr# /03/2014?Personal Day Tr# Patrick J. Child#: DOB: 10/21/ /02/2014 IN: 08:20:23am Tr# OUT: 05:12:03pm Tr# /05/2014 ABSENCE Tr# ================================= Providers Operations Manual 31

36 Weekly Attendance Hours Report The Weekly Attendance Hours Report produces a report of the total attendance hours for each child for one of the following time periods: Current week, Previous Week (last week), or Previous Week (2 weeks ago). To print the Weekly Attendance Hours Report, use the following steps: Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Back Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [1] to select Reports. Provider Options 1-Detailed Totals 2-Summary Totals 3-Exceptions 4-Attendance 5-Weekly Attd Hours Back Press [5] to select Weekly Attd Hours. Weekly Attd Hours Rpt Report Period? 1-Current Period 2-Previous Period 3-2nd Prev Period Back Weekly Attendance Rpt MM/DD/YYYY APPROVED Keep provider receipt for records. << Press Any Key >> Press [1] to select Current Period for the current week. Press [2] to select Previous Period for the immediate previous week. Press [3] to select 2nd Prev Period for the previous week, 2 weeks in the past. Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 32 Provider Operations Manual

37 Sample Weekly Attendance Hours Report Training Provider 123 Any Street Anywhere,USA Ph: Term#: T /29/14 Prov#: :30:04am Weekly Attendance Hours Receipt For: Current Week Dates: 07/27/ /02/2014 Child Info Hours Firstname1 L./001 8: Firstname2 L./006 10: Firstname3 L./004 12: Result: Approved ================================= Providers Operations Manual 33

38 XIII. Void Transactions The Void transaction option is used to cancel transactions that were entered in error by the client. Only approved transactions may be voided. If a transaction is denied, it cannot be voided because it does not exist in the system. The following are steps to perform a Void transaction, either by Transaction Number or for an entire day. A transaction can only be voided if within the current two week service period. Void Transaction - Transaction Number Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Back Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [2] to select Void. Void 1-Void Tran Number 2-Void Entire Day Press [1] to select Void Tran Number. Back Void Tran Number Enter Tran # Key in the Transaction Number and press the green ENTER key. Void Tran Number APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 34 Provider Operations Manual

39 Void Transaction - Transaction Number Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Back Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [2] to select Void. Void 1-Void Tran Number 2-Void Entire Day Press [2] to select Void Entire Day. Back Void entire Day SWIPE or Type card number to void Swipe or manually enter the HWCC card. Back Void Entire Day Please ENTER PIN... Enter 4-digit PIN and press green ENTER key. [X] - Exit Void Entire Day Date: MM/DD Enter the date for the Void (MM/DD, Example 06/14) and press green ENTER key, Back Cont. Providers Operations Manual 35

40 Void Transaction - Transaction Number (Cont d) Terminal Screen Action Personal Day Claim 06/16/2014 Select children by? 1-Name 2-Number Select children by [1] Name or [2] Number. Parent/Guardian will select children to Check In. If entering number, parent/guardian will key in child number and press green ENTER key. For the procedure for each process, refer to CHILD NAME AND CHILD NUMBER on page 5. Void Entire Day APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. 36 Provider Operations Manual

41 XIV. Store and Forward (SAF) There may be times when your electricity is on but your telephone or internet service is unavailable. If this happens, the parent and/or authorized representative can still use the POS to check children in and out. The POS will temporarily store the information for a period of 13 calendar days plus the current day. When telephone or internet service is restored, the information will be automatically sent to the HWCC system by the POS. If your electrical service is out your POS will not function. You should keep a log of the date and time children attended your child care program, so that you may assist parent/guardian s in entering the correct dates and times once your electrical service is restored. When information has been stored, your Daily Receipt will show SAF STORED. The POS automatically attempts to send the SAF after the telephone or internet service has been restored. If it is not, please follow the steps given below. If the POS has not automatically sent the SAF transcations you may use the following steps to push through all stored transactions. Please note that if your POS device is connected to a telephone line and you are currently using voice mail on your telephone, the messages must be cleared in order for your POS device to work. The POS system must have a clear dial tone in order to dial out. If you happen to get SAF s because of this problem, this is a perfect opportunity to use the steps listed below to send all transactions stored on your machine. Terminal Screen Action Sat 06/16/14 12:00am SWIPE CARD to Begin. Provider presses the F4 key. Manual Entry F3 Provider Options F4 Provider Options User Pwd: Provider enters 6-digit User Password and press green ENTER key. (Pre-programmed password is ). Back Provider Options 1-Reports 2-Void 3-Send SAFs 4-Reprint 5-Terminal Setup Back Press [3] to select Send SAF s. The terminal will automatically transmit the stored transactions and return to the Menu. Send SAFs APPROVED Printing Complete. << Press Any Key >> Wait for authorization. The POS device displays Dialing Primary, Waiting for Answer, Connecting, Connected, Sending, Receiving followed by an approved or denied message. Providers Operations Manual 37

42 XV. Supplies A fast, quiet thermal printer is built in to the POS device. Because the printer receives power directly from the POS device, there are no additional cables to connect. The POS device can use either of the following types of replacement paper: CRM High-grade thermal paper, 2-1/4 inch (57 mm) wide roll CRM Medium-grade thermal paper, 2-1/4 inch (57 mm) wide roll The VeriFone Vx510 printer uses single-ply, thermal-sensitive roll paper that is 2-1/4 inches (57 millimeters) wide and about 82 feet (25 meters) long. Before you can process transactions, you must load a paper roll into the printer unit. This procedure is described in this section. Installing a Paper Roll 1. Turn on the terminal. The green LED indicator will blink on and off, indicating that the printer needs paper. 2. Press the button on the side of the terminal to unlatch the paper roll cover, then rotate the cover up and back (as shown below). 3. Remove partial rolls of paper in the printer tray by lifting up. 4. Loosen the glued leading edge of the paper or remove the protective strip from the new roll of paper and cut a straight edge across its leading end. 5. Hold the roll so the paper feeds from the bottom of the roll. 6. Drop the paper roll into the printer tray, leaving about two inches of the paper sticking up past the serrated metal tear strip (as shown below). 7. Close the paper roll cover by gently pressing directly on the cover until it clicks shut. Allow a small amount of paper to extend outside the cover. CAUTION: To prevent damage to the print roller on the paper roll cover, always close the cover by gently pressing down on the paper roll cover. 38 Provider Operations Manual

43 XVI. Frequently Asked Questions What will happen if the client is not authorized to receive HWCC child care? When the HWCC card is swiped, the POS will display one of the messages shown in the POS Response Codes section of this manual. If the client disagrees with this message, they should contact their local CCDF Intake office. What will happen if a specific child in a family is not included for HWCC child care? After the child name or number is entered and the ENTER key is pressed, the POS will display one of the messages shown in the POS Response Codes section of this manual. If the client disagrees with this message, they should contact their local CCDF Intake office. What if the HWCC card is lost or stolen? The parent/guardian must go to their local CCDF Intake office as soon as possible for a replacement card. If the client does not have their card with them, can they still check a child in or out? Yes, the parent/guardian may use the manual process to Check In or Check Out. If the parent/guardian does not know their card number then they will have to perform a Previous Check In or Previous Check Out when they return with their card. Instructions for each process appear in the previous sections of this Provider Operations Manual. If the client has their card with them but it is damaged and the machine cannot read the magnetic stripe on the back, can they still check a child in or out? Yes, they can manually key in their account number and then press ENTER. This will work on Check In, Check Out, Previous Check In, Previous Check Out, and Personal Day Claim transactions. Instructions for each process appear in the previous sections of this Provider Operations Manual. You should also advise the parent/guardian to go to their CCDF Intake office to get a replacement card. How does the POS work? The POS sends and receives information over telephone or internet lines which link to a computer network. Once the phone connection is made, the process takes approximately 5 seconds. Providers Operations Manual 39

44 What happens if my telephone line is out of service but I have electricity? The parent/guardian can still check children in and out. The information is stored in the POS and will be transmitted automatically after the telephone service is restored (Store and Forward). Remember: This must happen within 13 calendar days of when the transaction was entered. What happens if I do not have electricity? The POS will not work if you do not have electricity. You should keep written records of the time and attendance of the children you are caring for. When electricity is restored, use the written records you have kept to assist your parents in performing the necessary transactions. What happens if I unplug the machine? 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 13 calendar days of when the child care was provided. You should only unplug the machine to move it to another outlet. It is your responsibility to ensure that the machine has electricity. What happens if my POS machine does not work? Call the Provider Help Desk at How do I get paid for children who come to my child care program, go to school and then return to my child care program? The next time the parent/guardian or authorized representative is at your child care program, they must use the Previous Check In and Previous Check Out to record the date(s) and time(s) the child was at your child care program. Parent/Guardian s or authorized representatives will need to check the child(ren) in for the morning, then when the parent returns at the end of the day they will need to perform a Previous Check Out for the time that the child(ren) left for school, then the parent will need to perform a Previous Check In for the time the child returned from school, then the parent will perform a Check Out for the end of the day. These steps must be performed in the order above. What happens if a parent/guardian forgets to check a child out? If a parent/guardian or authorized user performs a Check In for a child and does not perform a Check Out, they will receive a message indicating that they need to Check Out that child before they will be allowed to Check In again. This will require the parent or authorized user to perform a Previous Check Out. Once the Previous Check Out is complete they will be able to perform a Check In. 40 Provider Operations Manual