Tuesday 4/1: 6am – 8pm
Wednesday 4/2: 6am – 9pm
Thursday 4/3: 6am – 9pm
Friday 4/4: 6am – 8pm
Saturday 4/5: Unavailable
Sunday 4/6: Unavailable
When creating an Incident ticket or submitting an issue to the KEES Help Desk via email, please keep in mind that the KEES Help Desk staff will need to attempt to recreate the issue that is being reported. Therefore, providing sufficient and accurate information will offer the KEES Help Desk Staff a better understanding of the issue being reported, and will result in a timelier response to the user.
Here are some helpful reminders when submitting issues:
The KEES Issue Template should be filled out for ALL issues reported. Please ensure staff are using the updated KEES Issue Templates for both Medical and Non-Medical which can be found in the KEES Repository. If you have an older version of the template saved on your desktop, please remove it, and save the appropriate template.
Please do not save the completed template as a PDF. KEES Issue Templates cannot be copied/pasted into ServiceNow if it is a PDF.
Do not include PII (ie: SSN, DOB, full name) in either the template or any screenshots.
Be descriptive with the Short Description of your issue. This is extremely helpful when we are troubleshooting the numerous tickets reported daily. Try to refrain from using generic descriptions like ‘Incorrect Determination’, ‘EDBC Issue’, ‘Incorrect NOA’, ‘Review Due Date’, etc. The following examples could be used as alternatives: ‘PA should be eligible for CTM, instead of being Denied’, NOA is missing Denial for PA’, ‘Review Due Date did not update after EDBC’, etc.
Be specific when answering the questions on the template. We do understand the frustration that users experience when running into issues and it is our goal to assist the user in overcoming the issue. However, we cannot be helpful when inadequate details are provided.
If you are reporting an incorrect EDBC result, please do not accept and save the EDBC in the hopes that we can correct it later.
Please do not attempt to fix issues or apply your own workaround. Once you’ve identified something is not correct on a case, please submit a ticket to the KEES Help Desk.
Note: Please also ensure you are reading the Closed Notes on tickets resolved by the KEES Help Desk, as they may include instructions for the worker to complete to assist in resolving the reported issue.
We are aware of the EDBC Warning Message sometimes displaying Warning! A review has been received. To process the review, select RE Due +1 from Benefit Month dropdown when the processed review resulted in a discontinuance, and you are now attempting to process a new application or the review month +1 has passed and staff need to process the review in the come-up month. If this warning message appears on your case, submit a KEES Help Desk ticket. Ensure that the short description includes EDBC Warning Message and RE Due. The KEES Help Desk will provide instructions for how to proceed forward.
KDHE Processing Deadlines for FY 2025 can be found on the KEES Repository under Other Helpful Information.
The KanCare Proactive Communication Schedule is available on the KEES Repository under KDHE Communications. The calendar was updated on 03/17/2025 to include the new schedule to account for KanCare reviews being sent out on an earlier schedule. Calendar is available from 09/2024 through 08/2025.
The DCF Processing Deadlines – Year 2025 can be found on the DCF Intranet under Policy and Procedures and in the KEES Non-Medical User Manual.
The PPS Payment Schedule for FY 2025 can be found in the KEES Non-Medical User Manual.
Call Center Phone Number: 844-723-5337
KEES Help Desk Email: KEES.HelpDesk@ks.gov
KEES Tier 1 Email (Access Issues Only): KEES.Tier1@ks.gov
KEES Repository KEES User Manual - Medical KEES User Manual - Non-Medical
The information contained in the KEES Dispatch is for internal use only.