Every Child Belongs Special Needs Service Request System User Guide

Transcription

1 Introduction and Overview Toronto Children s Services is committed to an inclusive child care system that promotes positive and healthy environments for all children. To facilitate the inclusion of every child needing extra support, Toronto Children's Services, with its community partners, provides enhanced services to children, their families, staff and providers in licensed child care programs through the Every Child Belongs (ECB) model. Every licensed child care program in the City of Toronto has an assigned Special Needs Resource staff (SNR) from a service provider agency. These professionals provide support through individual, child centred consultation, program related consultation and delivery of training. The is part of Toronto Children s Services (TCS) Operators Online Service System. This system will allow childcare programs and home child care agencies to directly request service from their assigned Special Needs Resource staff. Purpose of the Service Request System: The purpose of the service request system is to increase accountability, equity, and efficiency. The system will also identify service gaps and areas for development within the Every Child Belongs Model. Special Needs Resource Service Structure a) Individual Consultation Special Needs Resource staff facilitate inclusion of an individual child with extra support needs and their family within a licensed child care or home child care program. Individual consultation is a collaboration between the Special Needs Resource staff, child care program and family. Through information sharing, planning, goal development, modelling and coaching, assistance is given to child care staff and providers to help build their skills in working with an individual child who needs extra support. Enhanced program resources can be provided where needed; including referrals for specialized consultation and additional services. *Please note: Parental consent is required to access SNR Individual Consultation* b) Program Consultation Special Needs Resource staff support the child care program as related to building quality learning and care environments for children who need extra support. This is accomplished through resource and information sharing, environmental assessments and by providing guidance on the elements of inclusive program delivery. Toronto Children's Services September 23, 2016 Page 1 of 45

2 c) Training Consultation Special Needs Resource staff support the training needs of the child care program to enhance their knowledge and skills on a variety of topics related to special needs. Workshops, training and information sessions can be delivered to child care programs and families when required. Roles of the Child Care Supervisor or designate/ Home Visitor When requesting an Individual Consultation Discuss the request with the family Have the parent(s)/legal guardian(s) sign your agency consent to refer. This will allow the request for service to be initiated. (note a sample consent form can be found on the 'Special Needs Resources for Operators' page in the Toronto Children's Services website) Have the child's full name and date of birth Please Note: The child's identifying information, such as name and date of birth, will not be saved or recorded in the system. This information will only be used to generate a unique number that will be used to identify the request being made. Steps to Complete a Service Request 1. Log into the operators online service system located at the following link (note - copy this address to your Firefox browser): 2. Input the request 3. Follow the instructions in the system to print or save the pdf confirmation page. If you need to cancel or change the request contact the Special Needs Resource staff and quote the request ID number. Indicate that the request has been cancelled. Please Note: A copy of the pdf confirmation page, the signed consent to refer, and the contact information for the family must be shared with the SNR to initiate service. Role of the Special Needs Resource Staff Provide guidance and support to the Child Care Supervisor or designate/home Visitor to learn how to use the service request system. Ensure that all SNR service requests are made through the Service Request System. SNR service cannot begin until the request has been made through the service request system. On receipt of a service request notification contact the requester within 2 business days to acknowledge that the request has been received and arrange a date to pick up a copy of the agency consent to refer, the pdf confirmation sheet, and the contact information for the family. This step can also be completed via fax. Ensure the service request number on the pdf confirmation matches the service request number in the notification . Toronto Children's Services September 23, 2016 Page 2 of 45

3 Arrange a date to meet with the child care/home child care program and parent(s)/legal guardian(s) to discuss the referral and obtain informed consent/consent to service from the family. If you experience technical issues, please ECBsupport@toronto.ca for assistance. Refer to the following appendices for details on using the Service Request System. Toronto Children's Services September 23, 2016 Page 3 of 45

4 Appendix 0 Appendix 1 Appendix 2 Appendix 3 Appendix 4 Appendix 5 Appendix 6 Appendix 7 Appendix 8 APPENDICES Questions & Answers Logging into the System Completing a Request for Individual Consultation Completing a Request for Program Consultation Completing a Request for Training Consultation Your User Account First Time Sign-On Dealing with Error Messages Frequently Asked Questions Toronto Children's Services September 23, 2016 Page 4 of 45

5 APPENDIX 0: Questions & Answers What is the Every Child Belongs Special Needs Resource Service Model? The City of Toronto is committed to an inclusive child care system that promotes positive and healthy learning environments for all children. To facilitate the inclusion of every child needing extra support, Toronto Children's Services and our service providers work together with child care programs and families to support children with additional support needs. Every licensed child care program has access to an assigned Special Needs Resource (SNR) staff from a designated service provider agency. These professionals provide the support needed so that every child can take part in the child care program of his or her family's choice. This support includes individual, child-centred consultation, program-related consultation and delivery of training. Access to specialized consultation and enhanced support may be available through the SNR service. How Do I Access Service from the Special Needs Resource Staff for my Program? Beginning October 3, 2016 Child Care programs will be able to make SNR service requests through the Toronto Children's Services Operators Online Service System. When logged in to the Operators Online Service System the Special Needs - Service Request tab is located on the menu bar at the top of the screen. By following the prompts, a service request will be submitted by electronic mail directly to the SNR staff assigned to your program. This link will take you to the Operators Online Service System login screen (note copy this address to your Firefox browser). How Does the Special Needs Resource Service Request System Protect the Privacy of the Child and Family? When a service request is made child-identifying information is not stored or transferred. Instead, a request number is generated by the system and sent to the SNR by electronic mail. You and the SNR staff receiving the request will be able to identify and process the service request with this number. What are the Benefits of the Service Request System? Children's Services undertook a review of the Every Child Belongs model to identify service gaps, areas for development and to increase accountability, equity and efficiency of service. The review recommended development of a data system that would support system management and streamline SNR service access. The service request system will: Provide equitable access to SNR service for all child care programs. Make requests for service convenient, easy and efficient. Be the same for all child care programs and across all ECB service providers. Promote shared understanding of the role of the SNR staff and the services provided. Toronto Children's Services September 23, 2016 Page 5 of 45

6 Who Will Need Access to the Operators Online Services System to make Service Requests? It is important that the Child Care Supervisor, Home Visitor or person who would typically make referrals for Special Needs Resource service have access to the Special Needs tab in the Operators Online Services System. A User ID and Password will be required for that person. Access can be limited to only the Special Needs tab where required. Who Can Set Up a User Account? If your child care agency has a service contract for fee subsidy with Toronto Children s Services, your user account is set up by someone at your agency, acting as the designated Application Administrator of our Operators Online Services System, who is responsible for managing the user accounts within your whole organization. If you do not have your User ID or password, or have any questions or need assistance, contact the Application Administrator at your agency (who is usually the primary agency contact). If your child care agency does not have a fee subsidy service contract, your user account is set up by Toronto Children s Services. You would have received a letter with your User ID and initial password enclosed. What Information is Associated With Your User Account? Your name, position, contact phone number and ; this will be used as the default contact information for all service requests that you submit using the service request system. Child care program(s) for which you can submit requests for special needs services; this can be the child care centre(s) that you supervise if you are a Centre Supervisor or your home child care agency if you are a Home Visitor. Who Can Change the Information Associated With Your User Account? If your child care agency has a service contract for fee subsidy with Toronto Children s Services, contact the person in your agency who set up your account. If your child care agency does not have a fee subsidy service contract, ECBsupport@toronto.ca for assistance. What if I Have Questions About the Special Needs Resource Service Request System? The can be found on the 'Special Needs Resources for Operators' page in the Toronto Children's Services website. Your Special Needs Resource staff is available to assist if you need help learning how to use the Operators Online Service System to make a request for SNR service. Contact information can be found on the Toronto Children's Services web site, A to Z list at (note copy this address into your browser): ECBsupport@toronto.ca if you have questions or need assistance. Toronto Children's Services September 23, 2016 Page 6 of 45

7 APPENDIX 1: Logging into the System The is part of Toronto Children s Services Operators Online Services System. You need a user account to log into the system. Refer to Appendix 5 on how your user account is set up, and Refer to Appendix 6 on what to expect the first time you log into the system. Note: the system is designed to work on the Firefox web browser. If you do not have Firefox, see these instructions on installing Firefox onto your computer (note copy the following address into your browser) Go to the Operators page of the Toronto Children s Services website (copy this address into your Firefox browser - and click on the Online Services login. Enter your User ID and password, and click Login. 2. Click on Special Needs Services in the menu bar at the top of the screen. A dropdown menu will open. Choose Request Services to start the Service Request system. Toronto Children's Services September 23, 2016 Page 7 of 45

8 APPENDIX 1: Logging into the System 3. Navigating the system Menu options use the Log Out menu option at the top of the screen to exit the request system. Please note that if you log out in the middle of inputting a request (before the request is submitted), all information entered for the request will be lost. Cancel / Back / Next buttons located at the bottom of the screen o Use the Cancel button to discard the request being entered. o Use the Back button to go back to the previous screen. o Use the Next button to proceed to the next screen. The Next button is only active if all required information on the screen has been filled. If you click Log Out or Cancel during entering a request, the following question will pop up. Click Yes to discard the request. Note: Do not use the back arrow in the browser, otherwise all information entered into the request that has not been submitted may be lost. Always use the Back button at the bottom of the screen, if one is available. Toronto Children's Services September 23, 2016 Page 8 of 45

9 APPENDIX 2: Requesting an Individual Consultation 1. Select a service The three types of services that you can request will be displayed. A summary of each type of service can be found under each heading. A Read More button is available to get more details on Individual Consultation. To begin creating an Individual Consultation request click on the Request button under the Individual Consultation heading. Toronto Children's Services September 23, 2016 Page 9 of 45

10 APPENDIX 2: Requesting an Individual Consultation 2. You will be asked to confirm if you have all the necessary information on hand to fill in the request for an Individual Consultation. Review the list and gather the information required. If you require more details of the list click on the See more details link. A second screen will open with further details about the information needed to make the request; click Close at the bottom of that screen to exit. 3. When you have read through the list and have all the required information ready Click the checkbox to confirm; and click the Start Request button to begin the request Toronto Children's Services September 23, 2016 Page 10 of 45

11 APPENDIX 2: Requesting an Individual Consultation 4. There is a visual guide at the top of each screen that shows how many steps are involved to complete the request and where you are in the process. 5. Service Location Each time you create a service request a screen will open with the location information. If there is more than one location associated with your user account, a drop down list will be displayed so you can choose the location for this request; otherwise no selection is required and the location associated with your user account will be displayed. Toronto Children's Services September 23, 2016 Page 11 of 45

12 5. Service Location (continued) If this request is for a home child care program, you have to enter the major intersection of the location where the service will take place, for example, King street and John Street. Toronto Children's Services September 23, 2016 Page 12 of 45

13 APPENDIX 2: Requesting an Individual Consultation 6. Below the location information, the contact information set up with your user account will be displayed. If this is the contact information to be used for this request, click the Next button. Toronto Children's Services September 23, 2016 Page 13 of 45

14 APPENDIX 2: Requesting an Individual Consultation 6. (continued) If a different contact person or different phone number / address is to be used for this request, click the Edit Contact Information button to make changes. When changes are done, click the Save button to save into this request, followed by the Next button. note: If you change the contact information it will be used for this request only. Toronto Children's Services September 23, 2016 Page 14 of 45

15 APPENDIX 2: Requesting an Individual Consultation 7. Child Information You will be asked to provide the child s name, date of birth and gender. The child s parent / guardian should have given you the consent for submitting this request and allow the referral to be sent to the Special Needs Resource staff. (note - a sample consent form can be found on the 'Special Needs Resources for Operators' page in the Toronto Children's Services website) To protect the child s privacy, the system will not save any identifiable personal data of the child, hence the child s name and full date of birth will not be saved. The system will only save information to be used for statistical analysis, including the age group based on the child s birth year & month, gender, and a reference number that will represent the child anonymously. Insert the child s given name and family name. Enter the child s formal name as shown on the legal document such as birth certificate or passport; do not enter nickname or initial. Click on See Example if you are not sure what to enter. Toronto Children's Services September 23, 2016 Page 15 of 45

16 APPENDIX 2: Requesting an Individual Consultation 7. Child Information (continued) Click the calendar to enter the child s date of birth. Click << or >> to change the year Click < or > to change the month Click on a day Use the dropdown list to select the child s gender. Toronto Children's Services September 23, 2016 Page 16 of 45

17 APPENDIX 2: Requesting an Individual Consultation 7. Child Information (continued) Click the Next button when all the fields are filled. Toronto Children's Services September 23, 2016 Page 17 of 45

18 APPENDIX 2: Requesting an Individual Consultation 8. Review and Submit Review all the information that you have included in the request and ensure it is correct. If any of the information is incorrect click the Back button at the bottom of the screen to go back to the previous screens to make corrections (do not use the back arrow of your browser); otherwise click the Submit button. Please note that information of the Special Needs Resource staff who will receive this request is also shown on the screen. Toronto Children's Services September 23, 2016 Page 18 of 45

19 APPENDIX 2: Requesting an Individual Consultation 9. Print / Save a Copy Upon successful submission the request will be assigned a Request ID. If you need to cancel or change the request, contact the Special Needs Resource staff and reference this Request ID. You will be prompted to print or save a PDF confirmation copy of the request information shown on the screen. Please keep this copy and share with the Special Needs Resource staff after the staff has received the consent from the child s parent or guardian, as the child s name and date of birth will be included on this printed / saved copy (that is only available to you). Click the Print button to send the copy to print, or click Save to PDF to save into your computer. Once you have saved or printed this screen, click the checkbox at the bottom of the screen to confirm that you have made a copy of the screen, then click the Next button. Toronto Children's Services September 23, 2016 Page 19 of 45

20 APPENDIX 2: Requesting an Individual Consultation 10. Request Completed You will receive a confirmation with all information of the service request. This will not have any personal information such as the child s name and date of birth. The Special Needs Resource Staff who will receive your request will also receive a notification. From this page you can choose to create another service request by clicking Create Another Request or you can logout by clicking the Log out option in the menu bar on top of the screen. Toronto Children's Services September 23, 2016 Page 20 of 45

21 APPENDIX 3: Requesting a Program Consultation 1. Select a service The three types of services that you can request will be displayed. A summary of each type of service can be found under each heading. To begin creating a Program Consultation request click on the Request button under the Program Consultation heading. Toronto Children's Services September 23, 2016 Page 21 of 45

22 APPENDIX 3: Requesting a Program Consultation 2. You will be asked to confirm if you have all the necessary information on hand to fill in the request for a program consultation. Review the list and gather the information required. If you require more details of the list click on the See more details link. A second screen will open with further details about the information needed to make the request; click Close at the bottom of that screen to exit. 3. When you have read through the list and have all the required information ready Click the checkbox to confirm; and click the Start Request button to begin the request Toronto Children's Services September 23, 2016 Page 22 of 45

23 APPENDIX 3: Requesting a Program Consultation 4. There is a visual guide at the top of each screen that shows how many steps are involved to complete the request and where you are in the process. 5. Service Location Each time you create a service request a screen will open with the location information. If there is more than one location associated with your user account, a dropdown list will be displayed so you can choose the location for this request; otherwise no selection is required and the location associated with your user account will be displayed. Toronto Children's Services September 23, 2016 Page 23 of 45

24 5. Service Location (continued) If this request is for a home child care program, you have to enter the major intersection of the location where the service will take place, for example, King street and John Street. Toronto Children's Services September 23, 2016 Page 24 of 45

25 APPENDIX 3: Requesting a Program Consultation 6. Below the location information, the contact information set up with your user account will be displayed. If this is the contact information to be used for this request, click Next button. Toronto Children's Services September 23, 2016 Page 25 of 45

26 APPENDIX 3: Requesting a Program Consultation 6. (continued) If a different contact person or different phone number / address is to be used for this request, click the Edit Contact Information button to make changes. When changes are done, click the Save button to save into this request, followed by the Next button. note: If you change the contact information it will be used for this request only. Toronto Children's Services September 23, 2016 Page 26 of 45

27 APPENDIX 3: Requesting a Program Consultation 7. Additional Information You will be asked to select an area of consultation from a dropdown list You can add further details for the request in the Remarks section Please Note: Personal information such as a child s name should not be entered into the remarks section. Click the Next button Toronto Children's Services September 23, 2016 Page 27 of 45

28 APPENDIX 3: Requesting a Program Consultation 8. Review and Submit Review all the information that you have included in the request and ensure it is correct. If any of the information is incorrect click the Back button at the bottom of the screen to go back to the previous screens to make corrections (do not use the back arrow of your browser); otherwise click the Submit button. Please note that information of the Special Needs Resource staff who will receive this request is also shown on the screen. Toronto Children's Services September 23, 2016 Page 28 of 45

29 APPENDIX 3: Requesting a Program Consultation 9. Print / Save a Copy Upon successful submission the request will be assigned a Request ID. If you need to cancel or change the request, contact the Special Needs Resource staff and reference this Request ID. You will be prompted to print or save a PDF confirmation copy of the request information shown on the screen. Please keep this copy and share with the Special Needs Resource staff. Click the Print button to send the copy to print, or click Save to PDF to save into your computer. Once you have saved or printed this screen, click the checkbox at the bottom of the screen to confirm that you have made a copy of the screen, then click the Next button. Toronto Children's Services September 23, 2016 Page 29 of 45

30 APPENDIX 3: Requesting a Program Consultation 10. Request Completed You will receive a confirmation with all information of the service request. The Special Needs Resource Staff who will receive your request will also receive a notification. From this page you can choose to create another service request by clicking Create Another Request or you can logout by clicking the Log out option in the menu bar on top of the screen. Toronto Children's Services September 23, 2016 Page 30 of 45

31 APPENDIX 4: Requesting a Training Consultation 1. Select a service The three types of services that you can request will be displayed. A summary of each type of service can be found under each heading. To begin creating a Training Consultation request click on the Request button under the Training Consultation heading. Toronto Children's Services September 23, 2016 Page 31 of 45

32 APPENDIX 4: Requesting a Training Consultation 2. You will be asked to confirm if you have all the necessary information on hand to fill in the request for a Training Consultation. Review the list and gather the information required. If you require more details of the list click on the See more details link. A second screen will open with further details about the information needed to make the request; click Close at the bottom of that screen to exit. 3. When you have read through the list and have all the required information ready Click the checkbox to confirm; and click the Start Request button to begin the request Toronto Children's Services September 23, 2016 Page 32 of 45

33 APPENDIX 4: Requesting a Training Consultation 4. There is a visual guide at the top of each screen that shows how many steps are involved to complete the request and where you are in the process. 5. Service Location Each time you create a service request a screen will open with the location information. If there is more than one location associated with your user account, a dropdown list will be displayed so you can choose the location for this request; otherwise no selection is required and the location associated with your user account will be displayed. Toronto Children's Services September 23, 2016 Page 33 of 45

34 5. Service Location (continued) If this request is for a home child care program, you have to enter the major intersection of the location where the service will take place, for example, King street and John Street. Toronto Children's Services September 23, 2016 Page 34 of 45

35 APPENDIX 4: Requesting a Training Consultation 6. Below the location information, the contact information set up with your user account will be displayed. If this is the contact information to be used for this request, click Next button. Toronto Children's Services September 23, 2016 Page 35 of 45

36 APPENDIX 4: Requesting a Training Consultation 6. (continued) If a different contact person or different phone number / address is to be used for this request, click the Edit Contact Information button to make changes. When changes are done, click the Save button to save into this request, followed by the Next button. note: If you change the contact information it will be used for this request only. Toronto Children's Services September 23, 2016 Page 36 of 45

37 APPENDIX 4: Requesting a Training Consultation 7. Additional Information You will be asked to select an area of consultation from a dropdown list You can add further details for the request in the Remarks section Please Note: Personal information such as a child s name should not be entered into the remarks section. Click the Next button Toronto Children's Services September 23, 2016 Page 37 of 45

38 APPENDIX 4: Requesting a Training Consultation 8. Review and Submit Review all the information that you have included in the request and ensure it is correct. If any of the information is incorrect click the Back button at the bottom of the screen to go back to the previous screens to make corrections (do not use the back arrow of your browser); otherwise click the Submit button. Please note that information of the Special Needs Resource staff who will receive this request is also shown on the screen. Toronto Children's Services September 23, 2016 Page 38 of 45

39 APPENDIX 4: Requesting a Training Consultation 9. Print / Save a Copy Upon successful submission the request will be assigned a Request ID. If you need to cancel or change the request, contact the Special Needs Resource staff and reference this Request ID. You will be prompted to print or save a PDF confirmation copy of the request information shown on the screen. Please keep this copy and share with the Special Needs Resource staff. Click the Print button to send the copy to print, or click Save to PDF to save into your computer. Once you have saved or printed this screen, click the checkbox at the bottom of the screen to confirm that you have made a copy of the screen, then click the Next button. Toronto Children's Services September 23, 2016 Page 39 of 45

40 APPENDIX 4: Requesting a Training Consultation 10. Request Completed You will receive a confirmation with all information of the service request. The Special Needs Resource Staff who will receive your request will also receive a notification. From this page you can choose to create another service request by clicking Create Another Request or you can logout by clicking the Log out option in the menu bar on top of the screen. Toronto Children's Services September 23, 2016 Page 40 of 45

41 APPENDIX 5: Your User Account Who can set up your user account? If your child care agency has a service contract for fee subsidy with Toronto Children s Services, your user account is set up by someone at your agency, acting as the designated Application Administrator of our Operators Online Services System, who is responsible for managing the user accounts within your whole organization (see notes to Application Administrator at bottom of this page). If you do not have your User ID or password, or have any questions or need assistance, contact the Application Administrator at your agency. If your child care agency does not have a fee subsidy service contract, your user account is set up by Toronto Children s Services. You would have received a letter with your User ID and initial password enclosed. You can ECBsupport@toronto.ca if you have any questions or need assistance with your user account. Information associated with your user account Your name, position, contact phone number and ; this will be used as the default contact information for all service requests that you submit using the service request system. Child care program(s) for which you can submit requests for special needs services; this can be the child care centre(s) that you supervise if you are a Centre Supervisor, or your home child care agency if you are a Home Visitor. Who can change the information associated with your user account? If your child care agency has a service contract for fee subsidy with Toronto Children s Services, contact the person in your agency who set up your account. If your child care agency does not have a fee subsidy service contract, ECBsupport@toronto.ca for assistance. Notes to Application Administrator (in child care agency with a service contract for fee subsidy) The target users for this service request system are Child Care Centre Supervisors and Home Child Care - Home Visitors. They will need to have a user account to access Online Services and the new request submitter role assigned to submit special needs service requests. Complete the following user account set up using the Contact & User Management application for all licensed child care program within your agency: o o assign the "SPECIAL NEEDS REQ SUBMITTER" role to the Centre Supervisor in each child care centre assign the "SPECIAL NEEDS REQ SUBMITTER FOR HC" role to each Home Child Care - Home Visitor Toronto Children's Services September 23, 2016 Page 41 of 45

42 APPENDIX 6: First Time Sign-On If this is the first time you are signing on to the system, log in with your User ID and the initial password. Upon successful sign-on you will be asked to 1. Review and agree to the Terms of Use agreement for Toronto Children s Services Information System. After reviewing the Terms of Use scroll to the bottom of the page. Click the I Agree button if you accept the Terms of Use. Prior to clicking I Agree you may also print a copy of the Terms of Use by clicking the Download Printable Copy. If you do not accept the Terms of Use click the I Decline button. Note: To submit a service request online you are required to Accept the Terms of Use. 2. Then the system will prompt you to create three security questions with corresponding answers; remember the questions and answers as they will help to recover your password in case you forget it in the future. 3. After completing the security questions scroll down to enter a new password for subsequent sign-on. You will be asked to re-enter the new password to confirm, and click the Submit button. Toronto Children's Services September 23, 2016 Page 42 of 45

43 APPENDIX 7: Dealing with Error Messages 1. Error message appears when a location is selected You cannot enter a service request for the specified location because the system cannot identify the Special Needs Resource staff assigned. Please report this issue by sending an to ECBsupport@toronto.ca with details including your contact information, the error message and the location for which the request is intended. 2. Error message appears when there is an unexpected system error Log out, log back in and start from the beginning. If the problem persists, call our help desk at Toronto Children's Services September 23, 2016 Page 43 of 45

44 APPENDIX 8: Frequently Asked Questions 1. I cannot sign on with my User ID and password Check that you have entered your User ID and password correctly your User ID is an 8 digit code your password may be in upper and lower case 2. I forget my password Click Forgot your password? on the login screen o o you will be asked to answer the security questions that have been set up the first time you logged into the system your password will be reset if you can provide the correct answers If you cannot provide the correct answers to the security questions, contact the person who set up your user account to have the password reset: o o If your child care agency has a service contract for fee subsidy with Toronto Children s Services, contact the Application Administrator in your agency. If your child care agency does not have a fee subsidy service contract, ECBsupport@toronto.ca for assistance. 3. I cannot see the Special Needs Services option in the menu bar If your child care agency has a service contract for fee subsidy with Toronto Children s Services, contact the person in your agency who sets up your account to give you the proper user role 'SPECIAL NEEDS REQ SUBMITTER' for child care centre, and / or 'SPECIAL NEEDS REQ SUBMITTER for HC' for home child care agency. If your child care agency does not have a fee subsidy service contract, ECBsupport@toronto.ca for assistance. Toronto Children's Services September 23, 2016 Page 44 of 45

45 APPENDIX 8: Frequently Asked Questions 4. I cannot find the child care program listed on the screen to submit a service request If your child care agency has a service contract for fee subsidy with Toronto Children s Services, contact the person in your agency who set up your account to add the child care program. If your child care agency does not have a fee subsidy service contract, ECBsupport@toronto.ca for assistance. 5. The contact information associated with my user account is outdated or incorrect If your child care agency has a service contract for fee subsidy with Toronto Children s Services, contact the person in your agency who set up your account to update the contact information. If your child care agency does not have a fee subsidy service contract, ECBsupport@toronto.ca for assistance. 6. Get help If you have any questions about how to use this system to submit request or the service offered, please contact the Special Needs Resource staff assigned to your child care program, or ECBsupport@toronto.ca If you encounter any technical problem using this system, please call our IT help desk for phone support at Toronto Children's Services September 23, 2016 Page 45 of 45