Minnesota CAREWare
Administrative Policies and Procedures
Title: Minnesota CAREWare Help Desk
Issue Date: May 14, 2010
Effective Date:
May 17, 2010 (original)
April 1, 2011 (current version)
Reviewed: Annually
Revised:
July 24, 2012 (no revisions)
Purpose: The Ryan White Program requires client level data for reporting to HRSA and for Parts A, B
and state HIV services grant management. In Minnesota, these data are collected in Minnesota
CAREWare. The privacy and confidentiality of clients’ data must be protected by all users of the
shared database during the process of collecting and reporting required client level data.
Policy: In order to provide support to Minnesota CAREWare users, the Minnesota CAREWare Help
Desk will be available Monday through Friday from 7:00 a.m. to 3:30 p.m., except for state holidays
and a few other exceptions.
Procedures:
All questions and concerns related to Minnesota CAREWare must be directed to the Minnesota
CAREWare Help Desk in order for all Help Desk staff to most effectively track and respond to
provider needs. CAREWare-related calls or e-mails directed to individual Help Desk staff members
will not be returned.
Providers:
Providers may contact the Minnesota CAREWare Help Desk by completing a help desk ticket on the
Minnesota CAREWare website at www.health.state.mn.us/careware or by sending an e-mail to
[email protected].
Name or URN Changes and Duplicate Clients
In accordance with HIPAA, client names and URNs must NOT be transmitted via help desk ticket or
e-mail. If you are contacting the Help Desk regarding duplicate clients, deleting a client, or changes
that need to be made to a client’s name, birth date or gender, please state in your message that you
need assistance with duplicate clients, deleting a client, or with changing a URN-related field. Help
Desk staff will call you to get the details.
Forgotten Passwords and Lockouts
If your issue is related to being locked out, please state at which step of the login process you are
locked out (VPN, Windows server [Remote Desktop Connection], or CAREWare). Help Desk staff
need to know at which specific step you are locked out in order to assist you.
MDH:
New User Accounts
MDH will create new user accounts within three business days of receiving a completed User
Registration Form. Once the account has been created, MDH will contact the new user by e-mail to
provide instructions for initial steps the user must take to get their workstation ready for Minnesota
CAREWare and to ask them to contact the Minnesota CAREWare Help Desk to receive their user
name and passwords once those initial steps have been completed.
Unlock Accounts
MDH will unlock accounts within one business day of being notified by the user.
All Other Issues
MDH will acknowledge all other help desk tickets and e-mails within two hours of receipt (when
received between the hours of 7:00 a.m. and 3:30 p.m. on days that the Help Desk is open). At that
time, MDH will provide an approximate time needed to address the issue if it something that cannot
be addressed immediately.
Minnesota CAREWare Help Desk Closures
MDH will notify all CAREWare users in advance in the event that the Minnesota CAREWare Help
Desk will be closed.