online claims reimbursement (ocr) claims reimbursement (ocr) help guide family support for children...

Online Claims Reimbursement (OCR) Help Guide

Family Support for Children with Disabilities (FSCD) program

Version 3.0

March 30, 2016

Version 3.0 March 30, 2016 ii

Version 3.0 March 30, 2016 iii

Table of Contents

Section 1 – Getting Started ......................................................................................................................... 1

1.1 Accessing the OCR portal ................................................................................................................... 1

1.2 General Site Layout ............................................................................................................................ 5

Section 2 – OCR Help ................................................................................................................................. 7

Section 3 – OCR Security ........................................................................................................................... 8

3.1 Secure Identity & Access Management System (SIAMS) .................................................................. 8

3.2 General Security Information .............................................................................................................. 9

Section 4 – OCR Screens .......................................................................................................................... 10

4.1 Enrolling for the FSCD Program ...................................................................................................... 10

4.2 Creating an FSCD claim ................................................................................................................... 13

4.3 Saving Claims ................................................................................................................................... 18

4.4 Viewing and Printing Claims ............................................................................................................ 20

4.5 Editing Claims................................................................................................................................... 21

4.6 Submitting Claims............................................................................................................................. 22

Section 5 – Record Keeping...................................................................................................................... 24

5.1 Record Keeping for OCR ................................................................................................................ 24

5.2 Record Keeping for the FSCD program: ........................................................................................ 25

Section 6 – Error Messages and Problem Resolutions ........................................................................... 27

6.1 Error Messages .................................................................................................................................. 27

6.2 Problem Reporting and Resolutions.................................................................................................. 31

Section 7 – Troubleshooting ..................................................................................................................... 32

I cannot get the OCR URL address to open on my device/browser. ...................................................................... 34

I am getting a Maintenance Message when I enter the OCR URL. ....................................................................... 34

Can I use different computers and devices (including mobile devices)? ............................................................... 34

I cannot get some of the documents to open on the site. ........................................................................................ 34

I called the SIAMS help desk and the recording sounds like it may not be the right phone number. .................... 35

I am having trouble setting up my SIAMS profile. ................................................................................................ 35

What if I already have a SIAMS username and password? ................................................................................... 35

How do I update my SIAMS information (address, email address etc.)? .............................................................. 36

I am getting a Service Alberta screen asking to set up a PIN after I enter my username and password. ............... 36

I am getting a message that an error has occurred. ................................................................................................ 36

I am experiencing problems with enrolling for the FSCD program on the OCR portal. ....................................... 37

How come I am not receiving any email notifications from the OCR portal? ....................................................... 38

I have more than one child with an FSCD agreement. How do I enroll them both? ............................................. 38

I am getting an error message when I enroll more than one child to my profile. ................................................... 38

Can two guardians enroll for the FSCD program on the OCR portal? .................................................................. 38

What if a service that I have on my agreement or addendum is not showing up on the service balances screen? 39

Can I invoice for the maximum rate on the drop down menu that is associated with a service? ........................... 39

Version 3.0 March 30, 2016 iv

My in-progress claim has disappeared. .................................................................................................................. 39

What does “Save as a template” mean? ................................................................................................................. 39

I think the service balances on my agreement are not correct. ............................................................................... 39

I realized that I made a mistake after I submitted my claim. What should I do? .................................................. 40

What should I do if my claim will not be submitted through the OCR? ................................................................ 40

Not all the services I claimed are listed on the invoice copy in “My Claims” list. ................................................ 40

What should I do if my claim status says that the claim was not paid or rejected? ............................................... 40

How long do I have to keep my invoices and supporting documentation/receipts? .............................................. 40

Can I still send my receipts to the local FSCD office? .......................................................................................... 40

What happens to my information if I do not continue to use the OCR portal? ...................................................... 41

Revision History

Version

Number Revision Date

1.0 September 24, 2015

2.0 October 26, 2015

3.0 March 30, 2016

Version 3.0 March 30, 2016 1

Section 1 – Getting Started

1.1 Accessing the OCR portal

To access the public facing Online Claims Reimbursement (OCR) portal, users must have a

computer or mobile device with a browser that is compatible with the OCR and an internet

connection. The browsers that are most compatible with the OCR are Google Chrome, Firefox

and Internet Explorer version 9 or higher. The URL for the OCR portal is

https://ocr.humanservices.alberta.ca.

Any user can view the public facing web portal. In this state, they are not “signed in” securely.

Anonymous users are able to see the home page and all of the Help items.

https://ocr.humanservices.alberta.ca/


If a user wants to use the OCR portal, they will need to set up a secure ID. By clicking “sign in”

the user is directed to the Secure Identity Access Management System (SIAMS). They will

then choose “Create an Account”. This security feature allows users to set up a username and

password that is linked to their private information and email address.

After reviewing the Terms of Use on SIAMS, the user will be prompted to set up a profile.

They will also be prompted to set up a username and password.


After the user has set up a username and password through SIAMS, they will receive a

confirmation on the screen (and an email) and then be prompted to enter their credentials to

securely access the OCR portal to allow for program enrollment.

Once you enter your SIAMS credentials, you will be redirected to the OCR portal and the screen

will now look like this:

By clicking on “Hello: Username” at any time, you will be redirected back to the SIAMS page for

password maintenance, and you can update your SIAMS profile information here.


After a successful secure log in through SIAMS, users can then “enroll” for a program.

By clicking on “enroll” you will be brought to the “Manage Enrollment” screen. This screen will

ask for the user to choose a program they are enrolling for. For the purposes of this guide, the

user will be enrolling for the Family Support for Children with Disabilities (FSCD) program.


1.2 General Site Layout

The OCR portal has been designed to be easy to use and to navigate. The home page provides

important information for users under the General Announcements. Some examples of

announcements are if there was a planned time that the OCR portal was going to be unavailable

for site maintenance or if one of associated programs was not currently available.

Each screen on the OCR portal has been designed with instructions and information that a user

may need to be able to use the system on the left hand side panel. Here is an example of the

instruction panel on OCR:


Site maintenance messages will also occur during regular maintenance windows, which occur

two times a week.

The OCR site will also display a message when the site cannot be accessed due to the site being

upgraded.


Section 2 – OCR Help

Anyone accessing the OCR portal can view the “Help” menu and its contents at any time.

The printable (PDF) versions of the Terms and Conditions, for the OCR portal and the specific

programs are available here. There are also links to training videos, program specific tips for

getting started, contact information and this “OCR Help Guide”.


Section 3 – OCR Security

3.1 Secure Identity & Access Management System (SIAMS)

The Secure Identity & Access Management System provides a single secure, centralized

authentication and authorization service to access online systems for Alberta Ministry of

Innovation and Advanced Education (IAE), associated ministries and organizations. The SIAMS

Account allows users to register for a single "User Id and Password" that will permit access to all

online, secure applications being offered by the programs.

The benefits are that users will be able to access an ever-increasing number of online

applications using only one Username and Password. A SIAMS Account becomes a passport to

current and future online services offered by Alberta Innovation and Advanced Education,

associated ministries and organizations. For more information about SIAMS, including

Frequently Asked Questions, Privacy and Accessibility, please visit the SIAMS webpage.

Anyone can enroll for a SIAMS account BUT only people with a current, active agreement with

FSCD who have been assigned a “vendor number” will be able to enroll for FSCD on the OCR

portal.

https://adfs.siams.alberta.ca/adfs/ls/?wa=wsignin1.0&wtrealm=https%3a%2f%2fweb.siams.alberta.ca%2fSiams.UpdateProfile%2f&wfresh=480&wctx=rm%3d0%26id%3dpassive%26ru%3d%252fSiams.UpdateProfile%252f&wct=2015-08-05T15%3a57%3a30Z


3.2 General Security Information

Users should protect their password and not share it. The Government of Alberta will never

email individuals asking for their user name or password. If a user receives an email by an

organization claiming to represent a Government of Alberta institution, report the email to a

Government of Alberta service provider. Do not respond and do not click on any links

provided. Additional information can be found at the Royal Canadian Mounted Police located

online at: http://www.rcmp-grc.gc.ca/scams-fraudes/phishing-eng.htm.

Only disclose financial information on secure websites. Look for an address beginning with

https:// and a ‘locked’ padlock symbol in the bottom of the screen, which indicates that data is

being encrypted. If in doubt about the legitimacy of this website, call a Government of Alberta

service provider.

Remember to clear cookies and close browsers after each session. To clear cookies follow the

instructions provided by the browser: Google Chrome Safari Internet Explorer FireFox

http://www.rcmp-grc.gc.ca/scams-fraudes/phishing-eng.htm

https://support.google.com/chrome/answer/95647?hl=en

http://support.apple.com/kb/ph5049

https://support.microsoft.com/en-us/kb/278835

https://support.mozilla.org/en-US/kb/delete-cookies-remove-info-websites-stored


Section 4 – OCR Screens

4.1 Enrolling for the FSCD Program

Once a user has created a secure ID through SIAMS and has entered their credentials, they will

be directed to the OCR portal for the first time. The user will be presented with the general

OCR Terms and Conditions of Use. The Terms and Conditions are also available under the

“Help” menu. If they accept the terms, they will go to the main “logged in” user page. If the user

does not accept the terms, they will not be able to proceed any further on the webpage. Users

may opt out of the OCR and continue to submit invoices through the manual process if they

choose. Please contact your local FSCD office for more information.

The user will now enroll for the FSCD program in the portal. Click on “Manage Enrollment”

under the FSCD program.

This action will bring forward the screen where the user needs to enter 6 pieces of information

from their current, active FSCD agreement. The “current” agreement means that today’s date is

within the start and end date of the agreement terms and by “active” agreement, means that the

parent/guardian has received a copy of the legal FSCD agreement/addendum and it has been

signed by both parties. This agreement also has to be “activated” in the FSCD system to ensure

that reimbursement payments can be processed.


For successful enrollment to occur:

All 6 pieces of information must be completed and match the FSCD records

A vendor number must be set up for a guardian listed on the FSCD file

Enrollment date is within the dates of an active agreement period

The OCR portal and FSCD system are both available and working

NOTE: The FSCD OCR portal is not currently available to parents/guardians living

on Metis Settlements

Upon successful enrollment, the user will receive a green successful enrollment user message at

the top of the screen.

Users will also receive a successful enrollment email message to the email address that is

associated with their SIAMS profile.

Attn: Tester, OCR, you are receiving this notice because the Claimant listed below has

been enrolled under your user profile within the OCR portal.

If you feel that you are receiving this message in error – please contact your local FSCD

office for assistance.

Enrolled Claimant: Co, Bob Date Enrolled: 2015-09-02

This message contains confidential information and intended only for the individual

named. If you are not the named addressee you should not disseminate, distribute or copy

this e-mail.

http://humanservices.alberta.ca/disability-services/fscd-offices-lookup.html



A user can opt-out of using the OCR portal at any time, if they choose, by un-enrolling for the

programs within the portal that they are registered for. The user may un-enroll by accessing the

webpage, and signing in with their username and password. They will then click on “enroll”

from the top menu.

This will bring up the “manage enrollment” screen and display the enrollment status for the

programs.

To un-enroll, the user must click on manage enrollment link for the selected program and then

click on the “delete” button.

A warning message will pop up to ensure you want to delete this enrollment and to remind you

that any in-progress claims that have not been submitted to the FSCD program will be lost. By

clicking “yes”, the enrollment will be deleted and the user will receive an email confirmation.

For further information about enrollment, please see Section 7 Troubleshooting.


4.2 Creating an FSCD claim

After successful program enrollment, users can click on “Start claim” from the menu.

This will prompt the user to choose the program, and for the purposes of this manual, the user

will be choosing the FSCD program and the child that has been enrolled.

If the user is enrolled for both FSCD and PDD, both options will appear on this screen:

This will bring the user to Step 1 FSCD Terms and Conditions page. The user will need to

review and accept the FSCD Terms and Conditions or the system will not let them proceed to

create a claim. If the user does not accept the terms, they will be instructed to contact their local

office for assistance. This assistance may require some explanation from their worker about the

terms and conditions or some other information to help the user decide if they are comfortable

submitting their claims in this manner. If they chose, they can continue to submit invoices

manually.


After the user reviews and accepts the Terms and Conditions, they will press continue and

proceed to the program accounts page (Step 2).

This screen will allow the user to choose the child that they would like to submit the claim for.

If there is only one child with an FSCD agreement that is enrolled, they will be the only choice.

If there is more than one child enrolled, they will both appear on this screen. The user will

choose the child by clicking the radio button and pressing “continue”.

The next screen (Step 3) will ask the user to verify their vendor information that is on the FSCD

information system. The OCR portal will also ask if their address or their banking information

has changed. If either of these items have had changed since the last claim, the user will not be

able to proceed.

This feature is to ensure that payments are being paid to the correct vendor and to remind users

to update this information as soon as possible to avoid any delays in their reimbursement

payments.

The next screen (Step 4) will ask the user to choose a template. If it is a user’s first claim, the

only choice will be a “blank template”. There is more information about “templates” in the next

section. The user will choose the blank template and press the continue button.


Now information from the FSCD program will load onto the screen for the user to review.

Step 5 allows the user to click on the drop down menu to select an agreement they will be

submitting claims against. The user’s current and most recently expired agreement (if they had a

prior agreement) may be available to submit claims against, depending on the dates that are

associated with the agreement. If the end date of the prior agreement is more than a year old, it

will not appear on the drop down list.

The user will choose the agreement period that they are submitting the claim for and the service

balances screen will load with any services from that agreement that are active and not exhausted

(units or dollars).

Please note that any services that are assessed at $0 under regional contracts will not appear on

this screen. Please see Section 7 Troubleshooting for more information about the service

balance screens.


The service balances feature allows the user to quickly review what services are available in the

specified agreement for them to claim against. Any active addendums (services added or

changes made to the original FSCD agreement) will also show up on service balances screens

with the agreement period that they are associated with. Any services or agreements that have

been early closed will not be displayed until the service is active and the right services and dates

will be displayed on this page.

The user will now complete their service claims line by line. The user will enter the date of the

service and choose the service from the drop down menu (the rate will be visible to assist in

choosing the right service).


They will then complete the RATE and QUANTITY fields. For example, if counselling was the

service they were claiming for, they would choose “counselling” from the drop down menu and

then enter the hourly rate (i.e. $100) and the number of hours.

Users must comply with the services rates outlined in their agreements and the service

subclauses. For example, if an hourly respite rate was assessed at an agency maximum rate, but

a lower rate is assessed a privately hired individual, users are responsible to claim for the service

rate they were assessed for their agreements.

There are several reasons that a user may get an error message in the claim entry lines. The

system will not allow users to save or submit the claims if they contain any errors. Please see

Section 6 Error Messages and Problem Resolutions for more information.

Once the user has completed all the line items for the claim they are ready to save and/or submit

the claim.


4.3 Saving Claims

Once line items have been entered into a claim correctly, the claim can be saved as an “In-

progress” claim. The user will press the “Save” button at the bottom of the page to save the

claim.

After a successful save, the user will receive a green message at the top of the screen saying that

the claim has been saved.

Now the claim is available for review, editing or submission under the “My Claims” option on

the banner.

The user is then prompted to choose the program and the name of the child to review the claims.


All claims, including those “in-progress”, will show up on the list for any agreements that are

available for reimbursement. The claim status will be displayed in the claim status column.

The instruction panel on the left explains what each claim status means:

In Progress - has not yet been submitted to the program and requires further action from

you.

Pending - is being processed by the program.

Approved - has been approved by the program and sent to the payment system.

Paid - will be deposited directly into your account within 3-5 business days. If you do not

have direct deposit a cheque will be mailed within 3-5 business days.

Rejected or Not Paid - please contact your local FSCD office or local PDD office for

assistance.

Saving a Claim as a Template

Some users may have multiple claims to submit and may wish to save a “template” for future

use. By selecting this function, a user could save a pre-populated claim that can easily be edited

for future use to save time filling out the service units and rates. The user has the ability to

name their personalized template to suit their needs (e.g. hourly respite claim).

Please note: The user will still have to save their claim (at the bottom of the claim screen) again

after they save the template.


http://humanservices.alberta.ca/services-near-you/pdd-office-locations.html


4.4 Viewing and Printing Claims

From the “My Claims” menu, users can view their claims. Claims that are in pending, approved,

paid, or rejected status can only be viewed. Claims that are in progress can be viewed, printed,

edited or deleted.

The invoice will open over top of the screen and will look similar to this:

With most PDF documents, a pop up will also appear on the screen, similar to the one below. It

will have several icons on it. These icons will allow for the document to be viewed by the user

as well as saved and printed.

The invoice will indicate which program the claim is for, the date, the claim status, the vendor

information, the child and parent/guardian information, a unique invoice number and the claim

details. This invoice will replace the current FSCD form called the Statement of Expense or

SOE. Please see Section 5 Record Keeping for additional information.

Any claim can be viewed and printed by pressing the print button. This will trigger an

invoice to be created in a portable document format (PDF) in a new window that will

pop up. From here, and depending on the user settings on their device, they can save the

file to their device and/or print it.


4.5 Editing Claims

From the “My Claims” menu, users can view and edit any in progress claim. Claims that are in

pending, approved, paid, or rejected status can only be viewed and cannot be edited.

An in-progress claim can be edited by pressing the “edit” button. This will bring up the

saved claim and allow the user to make changes to it. Any changes made will be saved

again and the information in the line items will all be rechecked against the FSCD

information system (i.e. service rates and units remaining).

An entire in progress claim can be deleted by pressing the “delete” button. This will

trigger a warning message to the user prior to the claim deletion. This will delete the

entire in process claim and it will disappear from the claims list.


4.6 Submitting Claims

When a user is ready to submit their claim to the FSCD program, they will need to open the in

progress claim on their device. The screen will look like this, with all relevant line items added:

The user will now press the “continue” button at the bottom of the screen to submit the claim.

The next screen contains the Declaration for the user to review and accept. This is the

information that users need to accept for the claim to be sent to the FSCD information system.


If the user does not accept the declaration, they will not be able to proceed with the claim

submission. If the user chooses “I do not accept” this message will appear:

If the user does accept the declaration, each line on the claim will be rechecked against the

FSCD information system. This includes the services, dates of the service, rates, and quantities

remaining. If there are any errors, the user will receive a message that they need to fix any

errors. If there are no errors and the FSCD information system is able to accept the claim, the

user will get this message when they press “submit” on the declaration page:

The claim will now be in the “My Claims” list with a status of “Pending”. Once it has been

reviewed by the program and sent for payment it will have a status of “Approved”.

If some of the line items on the claim cross two separate Government accounting years, the user

will be notified that two separate invoices have been created and submitted to the FSCD

program. Both invoices should pop up for the user to review and two email notifications will be

sent to the user.


Section 5 – Record Keeping

5.1 Record Keeping for OCR

The Terms and Conditions of Use for the OCR Portal state the following:

I understand that I am responsible for keeping original receipts for all expenses submitted

through the OCR for ten (10) years.

Parents/guardians are required to keep a copy of all the invoices they submit to the FSCD

program, along with all supporting documentation. This includes the Statement of

Expense (SOE) or the invoice that is generated by the OCR portal. Supporting

documentation includes the original receipts for any services they are claiming through

FSCD. For items, this would include detailed receipts with a date of purchase, the item

clearly listed, and the cost of the item. For any services that are provided by a private

care provider or an agency hired by the parent/guardian, a Record of Services Provided

(RSP) form is still required for verification of hours and services provided.

Parents/guardians are required to keep these records for 10 years.

Further I understand and acknowledge that I will be asked to provide original receipts and

records of services provided by individuals and agencies I hire to provide services for

verification and audit purposes.

Invoices will be reviewed through a post audit verification process. Parents/guardians

may be contacted by the FSCD program and asked to provide records for verification of

expenses at any time. Parents/guardians will need to able to provide these records to the

program when asked to do so.

Failure to do so may result in all or any of the following consequences: discontinued

services, termination of benefits, discontinued use of the OCR, loss of payment or

repayment of previously reimbursed expenses.

If you cannot provide the receipts to the program, there may be consequences. The

consequences may vary depending on the situation.

Where the audit or verification shows that funds have been misused or false, misleading or

inaccurate information has been provided to obtain services, a civil action or criminal

charges may be brought against me.

If you provide inaccurate information to purchase services, you are breaking the terms of

your agreement.


5.2 Record Keeping for the FSCD program:

The Terms and Conditions for the FSCD program on the OCR portal state the following:

I understand that I am responsible to ensure that the total amount of services used, and the

amount paid to private individuals I have hired, does not exceed the services and costs set

out in my child’s FSCD agreement.

Parents/guardians are responsible for keeping track of the services in their agreement and

to know what services have been used and are left. If parents/guardians use more

services or pay a rate higher than in their agreement, they are responsible for these costs.

I understand that I am responsible for paying privately hired individuals directly and

complying with all relevant employment standards and Canada Revenue Agency

requirements. I understand I must retain information about privately hired individuals

and agencies including their name, phone number and mailing address in addition to

supporting documentation including hours, dates and times of services provided for ten

(10) years.

Parents/guardians are responsible for paying privately hired staff and they are required to

follow all other rules including Alberta’s employment standards and Canada Revenue

Agency (CRA). For any services that are provided by a private care provider or an

agency hired by the parent/guardian, a Record of Services Provided (RSP) form is still

required for verification of hours and services provided. Privately hired service providers

are still required to sign the RSP form. Parents/guardians are required to keep these

records for 10 years.

I understand that I am responsible for keeping original receipts for all expenses submitted

through the OCR for ten (10) years. I will be asked to provide original receipts and records

of services provided by individuals I hire for verification and audit purposes.


program, along with all supporting documentation. This includes the Statement of

Expense (SOE) or the invoice that is generated by the OCR portal. Supporting

documentation includes the original receipts for any services they are claiming through

FSCD. For items, this would include detailed receipts with a date of purchase, the item

clearly listed, and the cost of the item. For any services that are provided by a private

care provider or an agency hired by the parent/guardian, a completed Record of Services

Provided (RSP) form is still required for verification of hours and services provided.

Parents are required to keep these records for 10 years.


Failure to do so may result in all or any of the following consequences: discontinued

services, termination of benefits, discontinued use of the OCR, loss of payment or

repayment of previously reimbursed expenses. Where the audit or verification shows that

funds have been misused or false, misleading or inaccurate information has been provided

to obtain services, a civil action or criminal charges may be brought against me.

If parents/guardians cannot provide receipts to the program, there may be consequences.

The consequences vary depending on the situation. If parents/guardians provide

inaccurate information to receive reimbursement, they are breaking the terms of their

agreement.

If a parent/guardian realizes they have submitted a claim in error, they should contact their local

FSCD office. The sooner they contact the program, the better. If the mistake is reported

promptly, the error may be easily corrected without the parent/guardian having to repay services

that were incorrectly reimbursed.


Section 6 – Error Messages and Problem Resolutions

6.1 Error Messages

This section includes a description and interpretation of the error messages that a user may

receive while using the FSCD portion of the OCR portal and how to resolve the problems.

a. Enrollment Error Messages

When a user is enrolling for the FSCD program they will receive a message to inform

the user if the enrollment was successful or not.

A successful enrollment message is green and looks like this:

If the user was not successful with the enrollment, they may get a red or yellow

message which may include:

This means that the user has not completed one or more of the 6 required fields of

information to enroll. The user needs to go back and complete the missing data fields

which will be outlined in red.

This message means that one or more pieces of information entered into the fields does

not match the information in the FSCD information system or the FSCD agreement is

not “current” and “active”. The “current” agreement means that today’s date is within

the start and end date of the agreement terms and by “active” agreement, means that the

parent/guardian has received a copy of the legal FSCD agreement/addendum and it has

been signed by both parties. This agreement also has to be “activated” in the FSCD

system to ensure that reimbursement payments can be processed.

The child has already been enrolled to another user who has the same vendor

information.

The 6 data elements required for enrollment match but there is either no vendor

information set up on the file or the vendor information is not associated with the child

details in the FSCD information system. Users will need to contact their local FSCD

office to have the vendor information corrected so they can enroll for FSCD in the

OCR portal.


The user’s FSCD agreement has been negotiated through a Metis Settlements worksite -

FSCD agreements negotiated through a Metis Settlements office cannot submit FSCD

invoices through the OCR portal at this time.

This message may appear when a user with multiple children with FSCD agreements

tries to enroll more than one child. This message may indicate a problem in with the

way that the guardian was added to the FSCD information system or if the siblings are

not linked to each other on the FSCD information system. Please contact your local

FSCD office to report this problem.

b. Claim Entry Error Messages

When a claim has been successfully saved as an “in progress” claim, the user will see a

green message on the screen like this:

When a user is entering line items into the claim details, they may receive a red error

messages below the line to indicate that there are errors with the information. This

could include problems with the rates, units left or the expense date entered.

The claim line cannot be saved or submitted until the rate is adjusted to be equal than

or lower to the rate in the agreement.

The claim line cannot be saved or submitted until the quantity is adjusted to be equal

than or lower to the quantity left in the agreement.

The claim line cannot be saved or submitted because the claim date is not within the

approved dates of the service.

The user may also get a red error message at the top of the screen after they try to save

or submit a claim.


The OCR portal will recheck each line of the claim prior to submitting to the FSCD

program and may display an error message for the user to go back and adjust the claim

before it can be submitted.

c. Claim Submission Error Messages

When a claim has been successfully submitted to the FSCD program, the user will see

a green message on the screen like this:

Or this:

When a claim has been not been successfully submitted to the FSCD program, the user

will see a red message on the screen like this:

This message will display if the FSCD system is not able to receive the claim. This

could happen if the OCR portal is not working properly, if the FSCD system is not

available or if there are any claim errors. The claim will remain on the OCR portal as

an “in progress” claim and can be found in the claims list.

d. Other Error Messages (including Maintenance Messages)

Site maintenance messages will also occur during regular maintenance windows,

which occur two times a week


The OCR site will also display a message when the site cannot be accessed due to the site being

upgraded.

If users get an error that looks like this:

A problem has occurred in the OCR system and an email will be sent to the technical

team to investigate. Users will need to press “OK” to proceed. Users may need to sign

out and sign back in, or they may want to wait and try again later. If this message

persists, users should call their local FSCD office to report the issue.


6.2 Problem Reporting and Resolutions

If a user is experiencing problems with the OCR, they can try to troubleshoot the problem by

seeing Section 7 Troubleshooting of this guide, where common issues and resolutions can be

found. For other problems with the OCR, including enrollment, FSCD service balances and

agreement information, and claim entry/claim status questions users can contact their local

FSCD office for assistance.

The “Contact Us” button on the top of the screen will bring up this message when a user clicks

on it:

For more information about Secure Identity & Access Management System (SIAMS),

including Frequently Asked Questions, Privacy and Accessibility, users may visit the SIAMS

webpage or they can click on the link in the “Contact Us” pop up. Callers, please be aware

that SIAMS is an application primarily used by Advanced Education - do not hang up this is

the correct phone number.

Monday to Friday (except holidays)

8:15 AM to 4:30 PM (Mountain Time) Phone: (780) 427-5318 PRESS 8

Toll Free (within Alberta) dial 310-0000 followed by (780) 427-5318 PRESS 8 E-mail: [email protected]



tel:7804275318

tel:3100000

mailto:[email protected]


Section 7 – Troubleshooting

I cannot get the OCR URL address to open on my device/browser.

I am getting a Maintenance Message when I enter the OCR URL.

Can I use different computers and devices (including mobile devices)?

I cannot get some of the documents to open on the site.

I called the SIAMS help desk and the recording sounds like it may not be the right phone number.

I am having trouble setting up my SIAMS profile.

What if I already have a SIAMS username and password?

How do I update my SIAMS information (address, email address etc.)?

I am getting a Service Alberta screen asking to set up a PIN after I enter my username and password.

I am getting a message that an error has occurred.

I am experiencing problems with enrolling for the FSCD program on the OCR portal.

How come I am not receiving any email notifications from the OCR portal?

I have more than one child with an FSCD agreement. How do I enroll them both?

I am getting an error message when I enroll more than one child to my profile.

Can two guardians enroll for the FSCD program on the OCR portal?

What if a service that I have on my agreement or addendum is not showing up on the service balances

screen?

Can I invoice for the maximum rate on the drop down menu that is associated with a service?

My in-progress claim has disappeared.

What does “Save as a template” mean?

I think the service balances on my agreement are not correct.

I realized that I made a mistake after I submitted my claim. What should I do?

What should I do if my claim will not be submitted through the OCR?

What should I do if my claim status says that the claim was not paid or rejected?

How long do I have to keep my invoices and supporting documentation/receipts?


Can I still send my receipts to the local FSCD office?

What happens to my information if I do not continue to use the OCR portal?


I cannot get the OCR URL address to open on my device/browser.

If a user is receiving errors accessing the OCR portal, it may be due to a variety of

reasons. Users need to confirm that they are using an internet browser that is compatible

with the site. The browsers that Human Services recommends for use with the OCR portal

are Internet Explorer (version 9 and higher) download link, Google Chrome download link

and Firefox download link. Issues may also be the result of security settings within the

browser. If you experience problems with one browser, try accessing OCR on an alternative

browser. If the issues persist, verify that browser security settings are not set to block sites

or pop-up windows. These are generally found under options, advanced security settings or

preferences.

I am getting a Maintenance Message when I enter the OCR URL.

If the OCR site is being upgraded or if there are problems with the OCR system, users

will get this message when they go to the site address:

This site outage is temporary and this message been enabled to prevent users from

experiencing difficulties while on the site.

Can I use different computers and devices (including mobile devices)?

Once a user sets up their username and password, they will be able to access the site using

these secure credentials across different devices. Please note that the site functionality and

views may be different between devices, and the devices may use different browsers. For

example, the site layout looks different on mobile devices but the content is the same.

I cannot get some of the documents to open on the site.

If a user cannot get some of the documents on the OCR portal to open, they may have the

pop up blocker on the browser turned on. This may prevent documents from opening

properly. Check your browser settings and set to allow pops up on this site.

http://windows.microsoft.com/en-ca/internet-explorer/download-ie

https://www.google.ca/chrome/browser/desktop/

http://www.mozilla.org/en-US/firefox/new/


For example, on Google Chrome, if pops up are blocked, this icon will display on the top

right hand corner of the screen. Click on the icon and allow pops up on this site.

Portable document format (PDF) documents also may not function properly depending on

the PDF version that the user has on their device. Users may need to download the most

recent version of Adobe to open PDF documents.

I called the SIAMS help desk and the recording sounds like it may not be the right phone number.

SIAMS is a security application that is owned by the Government of Alberta’s Ministry of

Innovation and Advanced Education. This application is being used by more and more

Ministries and programs. If you call the SIAMS help desk, please press option “8” to be

directed to the appropriate person.

I am having trouble setting up my SIAMS profile.

If you are having difficulty setting up your SIAMS profile, please visit the SIAMS help page

or contact SIAMS help desk. If you see the SIAMS message below, follow the instructions

or the link on the message:

What if I already have a SIAMS username and password?

If you have previously accessed any other of the SIAMS associated services or programs,

such as the Ministry of Advanced Education, you may already have a SIAMS profile. You

can use the same username and password that you already have set up to access the OCR.

If you try to set up a new profile, you may receive a message from SIAMS that you already

have a profile. You can follow the SIAMS links to reset your password. If this does not


work, you can call the SIAMS helpdesk and they will be able to assist you in retrieving your

information.

How do I update my SIAMS information (address, email address etc.)?

By clicking on “Hello Username” on the top of the page,

you will be brought back to the SIAMS pages where you can update your profile.

I am getting a Service Alberta screen asking to set up a PIN after I enter my username and password.

This screen may come up if a user has not got to the SIAMS sign in page from the OCR

portal page:

For example, if the user bookmarked the SIAMS sign in page and not the OCR home

page, the secure sign in function does not recognize which application the user is trying to

sign into. To avoid this screen always go to https://ocr.humanservices.alberta.ca first and

click “sign in” from that site.

I am getting a message that an error has occurred.

If users get an error that looks like this:

https://ocr.humanservices.alberta.ca/


A problem has occurred in the OCR system and an email will be sent to the technical

team to investigate. Users will need to press “OK” to proceed. Users may need to sign

out and sign back in, or they may want to wait and try again later. If this message

persists, users should call their local FSCD office to report the issue.

I am experiencing problems with enrolling for the FSCD program on the OCR portal.

If the user was not successful with the enrollment, they may get a red message which may

include:

This means that the user has missed filling out one or more of the 6 required fields of

information to enroll. The user needs to go back and complete the missing data fields which

will be outlined in red.

This message means that one or more pieces of information entered into the fields does not

match the information in the FSCD information system or the FSCD agreement is not

“current” and “active”. The “current” agreement means that today’s date is within the start

and end date of the agreement terms. An “active” agreement means that the parent/guardian

has received a copy of the legal FSCD agreement/addendum and it has been signed by both

parties. This agreement also has to be “activated” in the FSCD system to ensure that

reimbursement payments can be processed.

The child has already been enrolled to another user who has the same vendor information.

Check with any other guardians on the child’s FSCD agreement to see if they have already

enrolled on the OCR portal. If a second guardian needs to be able to invoice on the FSCD

agreement, they will need to have a separate vendor number set up. Contact the FSCD

office to set up vendor numbers.


The 6 data elements required for enrollment match but there is either no vendor information

set up on the file or the vendor information is not associated with the child details in the

FSCD information system. Users will need to contact their local FSCD

office to have the vendor information added or corrected so they can enroll for FSCD in the

OCR portal.

The user’s FSCD agreement was negotiated through a Metis Settlements office and cannot

submit FSCD invoices through the OCR at this time.

This message may appear when a user with multiple children with FSCD agreements

tries to enroll more than one child. This message may indicate a problem in with the

way that the guardian was added to the FSCD information system or if the siblings are

not linked to each other on the FSCD information system. Please contact your local

FSCD office to report this problem.

How come I am not receiving any email notifications from the OCR portal?

Email notifications are sent by OCR after successful enrollment, after a user un-enrolls and

after each claim submission. If you have not received any OCR emails, please check in your

email “junk” folder. If the notifications are in your junk folder, you should be able to add

this address to your safe senders listing to ensure that you receive future notifications.

I have more than one child with an FSCD agreement. How do I enroll them both?

The user will need to enroll each child individually on the site, using the same username and

password. After enrolling all eligible children to the user profile, the user will be prompted

to choose which child they are submitting the claims for.

I am getting an error message when I enroll more than one child to my profile.

If you are receiving an error message when you trying to enroll multiple children to your

OCR profile, you will need to contact your local FSCD office to report this error.

Can two guardians enroll for the FSCD program on the OCR portal?

If the guardians listed on the agreement have different vendor numbers, they can both enroll

for FSCD in OCR. If guardians share the same vendor number or if the vendor number has

only been assigned to one guardian, only one guardian will be able to enroll into the FSCD

OCR portal. If you require vendor changes or additions, please contact your local FSCD

office.


What if a service that I have on my agreement or addendum is not showing up on the service balances screen?

There are a few reasons that a service that is listed on a FSCD agreement/addendum may not

show up on the service balances screen. If the service has no units or dollars remaining in

the service, it will not show up on the screen. Also, services that are provided under a

regional contract at $0.00 will not appear on the screen. If the service has not been

“activated” by the FSCD program, is “active pending” or the service or agreement was early

closed, it may not appear on the screen. This situation would occur when a service has been

changed, removed or added by an addendum and it has not yet been signed and activated in

the FSCD information system. Services that have been assessed for in a prior period of

assistance (POA) also may not show up on the service balances screen. You may have to

contact your local FSCD office to investigate this matter.

Can I invoice for the maximum rate on the drop down menu that is associated with a service?

Users must comply with the services rates outlined in their agreements and the service

subclauses. For example, if an hourly respite rate was assessed at an agency maximum rate,

but a lower rate is assessed a privately hired individual, users are responsible to claim for the

service rate they were assessed for their agreement.

My in-progress claim has disappeared.

An OCR user can only have one in-progress claim at any time. If the user tries to save a

new in-progress claim when they already have one saved, the previous one will be

overwritten by the new in-progress claim. If you have more than one child with an FSCD

agreement, the user can have one in-progress claim for each enrolled child. Users who have

in-progress claims that have not been edited for more than 20 days will get an email

reminder that action is required with the claim. If the user does not edit or submit the claim,

the OCR will delete the in-progress claim after 50 days of inactivity. Also note that the

“save as a template” function does not automatically save the claim as an in-progress claim

and this action will need to be performed separately by pressing “save”.

What does “Save as a template” mean?

Some parents/guardians may choose to “save a template” for services they claim often to

avoid having to duplicate the data entry. The template can be named by the user, for

example, “monthly respite”. The user will still need to do some changes to the claim

including altering the date the service was provided. The “save as a template” function does

not automatically save the claim as an in-progress claim.

I think the service balances on my agreement are not correct.

Please contact the local FSCD office if the balances on the agreement are not correct. Do

not forget that if there are agencies or other vendors that are submitting claims to the FSCD


program on the agreement, the balances may change. Check the claims list for details on

invoicing.

I realized that I made a mistake after I submitted my claim. What should I do?

If the user submits a claim in error, they should contact their local FSCD office as soon as

possible. If the mistake is reported fast enough, the error may be easily corrected without

having to repay any overpayments that may have been made.

What should I do if my claim will not be submitted through the OCR?

If the user gets an unsuccessful submission error message when submitting a claim, the

claim will be automatically saved as an in-progress claim. Check on the homepage if the

FSCD system is available and if there are any announcements about planned OCR

maintenance. If there are no announcements and the systems are all working, contact the

local FSCD office to report this error.

Not all the services I claimed are listed on the invoice copy in “My Claims” list.

User should check in the “My Claims” list to see if 2 separate invoices were created. If

the service dates cross over Government accounting years, the OCR system may have

created two separate invoices automatically. If you still cannot see all the services, call

your local FSCD office to clarify.

What should I do if my claim status says that the claim was not paid or rejected?

If the claim status says that the claim was not paid or rejected, contact the local FSCD

office to find out why the claim was not processed and for details on how to proceed with

the claim submission.

How long do I have to keep my invoices and supporting documentation/receipts?


program, along with all supporting documentation. This includes the Statement of Expense

(SOE) or the invoice that is generated by the OCR portal. Supporting documentation

includes the original receipts for any services claimed through FSCD. For items, this would

include detailed receipts with a date of purchase, the item clearly listed, and the cost of the

item. For any services that are provided by a private care provider or an agency hired by the

parent/guardian, a Record of Services Provided (RSP) form signed by all parties is still

required for verification of hours and services provided. Parents/guardians are required to

keep these records for 10 years.

Can I still send my receipts to the local FSCD office?

Parents/guardians are responsible to retain their receipts until they are asked to provide them

to the program for review. Details will be provided in writing when the program requires

supporting documentation.


What happens to my information if I do not continue to use the OCR portal?

Regular OCR site maintenance includes data clean up, for “inactive” users. This will occur

on any saved (in progress claims) but not submitted claims. OCR will warn the user of any

In-Progress “saved” records which have not been edited for 20 or more days. The user will

receive an email notification regarding their in-progress claim that will state that some

action is required, or data will be lost. OCR will automatically delete “in-progress” records

which have not been worked on for 50 days and will notify the user by email that the

records have been deleted by the OCR portal.

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