Friday 5/3: 6am – 9pm
Saturday 5/4: 6am – 8pm
Sunday 5/5: 6am – 9pm Monday
When creating an Incident ticket, please keep in mind that the KEES Help Desk Staff will need to attempt recreating the issue that is being reported. Therefore, providing sufficient and accurate information in the ticket will help to offer the KEES Help Desk Staff a better understanding of the issue being reported, and will result in a more timely response to the worker.
The current KEES Issue Templates for both Medical and Non-Medical can be found on the KEES Repository.
Here are some helpful reminders when submitting issues:
The KEES Issue Template should be filled out for ALL issues reported.
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.
Inaccurate Consumer Date of Birth
We have seen an increase of KMMS file errors related to mismatched DOBs. If a consumer’s DOB is different in KEES from what is in KMMS, or is incorrect, it will error off and cause issues with the consumer’s benefits. Staff should be mindful when updating a DOB, and only do so if the DOB is incorrect. Staff should not be changing a DOB in order to approve coverage on a case but should be using approved WAs in the KEES UM for approving that coverage.
Some details on the Person View page may not display the case details that match the actual case status. Users should check the Medical Person History page details instead. Users should not re-run past months based solely on data displayed on the Person View page. Example below, the user reviewed the Person View page and saw the case member displayed a Pending status and the Role Start Date was displayed as 08/01/2023. However, when the user viewed the Medical Person History page for the case member, the pending date was for the recent application of 01/2024, and 08/2023 was in Denied Status. Despite confirming the person was indeed already Denied, the user continued to re-run EDBC for the month of 08/2023, to no avail. No change occurred on the Person View and the user then reported the issue to the KEES Help Desk. We are aware that the Person View is not displaying accurate details, thus we would encourage these inaccuracies be reported as incidents as ‘display only’ issues. Please utilize the Medical Person History page and the Case Summary View Date to determine the KEES person and program status.
And as a reminder, someone could have manipulated KEES to the point where it no longer displays accurate eligibility information, so KMMS remains your record of truth for benefits.
KDHE Processing Deadlines for FY 2025 has been updated and can be found on the KEES Repository under Other Helpful Information.
The DCF Processing Deadlines – Year 2024 have been updated, and 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 2024 has been updated 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.