Wednesday 9/1: 6am – 8pm
Thursday 9/2: 6am – 9pm
Friday 9/3: 6am – 9pm
Saturday 9/4: 6am – 8pm
Sunday 9/5: Unavailable
When creating an Incident ticket, 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 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 user.
Here are some helpful reminders when submitting issues:
| Please use ServiceNow to submit your issue whenever possible. If you do not have access to ServiceNow, please submit your issue to your lead, supervisor, POC, or Floorwalker. |
| The KEES Issue Template should be filled out for ALL issues reported and it must be copy/pasted into the Description field in ServiceNow. Please do not send it as an attachment instead. |
| 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. When we ask what the expected result was, a response of “for it to work”, while funny, isn’t overly helpful. 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. We cannot be helpful when inadequate details are provided. In addition, if we have to reach back out to you to get the information needed, it typically adds several more days to your turnaround time. |
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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. If you are receiving an incorrect determination, please tell us what determination you were expecting. |
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If you are reporting a Registration issue, please give specifics. If you can’t register the new application because there are old Pending months, please tell us: Who is Pending, What Months are they Pending, Should the Person have been Eligible in that Month, etc. |
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For Child Care – If you are having issues creating the Family Plan, please tell us which child/ren it should be for and which Provider you are trying to select. |
In alignment with Policy Directive 2021-09-01, the tax filing thresholds have been updated in KEES. These will be reflected on EDBCs run for the benefit month(s) of 04/2021 or after.
Updated amounts:
Earned Income Limit: $1033.33 monthly
Unearned Income Limit: $91.67 monthly
Final KDHE Processing Deadlines - Fiscal Year 2022 has been updated and can be found on the KEES Repository under Other Helpful Information.
DCF Processing Deadlines – Year 2021 have been updated and can be found on the DCF Intranet under Policy and Procedures and 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.