Case Resolution

Process and Timeline

1. Agency attempts to resolve issue with their Agency Admin.

2. If issue cannot be resolved with Admin, user to open a case.

a. User must complete all fields of the case form to ensure timely response and include examples of clients who are affected by the issue, if applicable.

3. CHSP to accept/acknowledge receipt of the case within two business days.

4. If HMIS Data Coordinator is:

a. able to resolve the case, case will be resolved within the following timeline, based on levels of difficulty and time consumption:

i. Low level cases- (i.e. Password changes, PKI requests, etc.) 1 business day
ii. Medium level cases- (i.e. Deactivating programs, data quality assistance, etc.) 1-5 business days.
iii. High level cases- tbd

b. unable to resolve the issue, case will be escalated to CTA Program Manager or Program Director within two business days of accepting the case.

i. Medium level cases- (i.e. Deactivating programs, data quality assistance, etc.) 1-5 business days.
ii. High level cases- tbd

Further Information

  • CHSP and CTA will not accept phone calls or emails regarding issues that are not logged in the case ticketing system.
  • Cases that have been waiting for user response will be closed after 7 business days of non-communication.
  • CHSP and CTA will make no more than two attempts via email and/or telephone to contact user regarding cases before assuming the user no longer needs assistance and closes the case.

If you have a problem with HMIS, please describe it using this form. Please be sure to complete all fields of this form. This will enable us to assist you more quickly and efficiently.










When you click Submit, a new case will be automatically created for you at CTA. You will also receive an email confirmation.