Colorado WIC Program Policies and Procedures Section 3: MIS Revison Date: 10/01/2018
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Issue Resolution at the State WIC Help Desk
Policy: Report all suspected Compass application issues and data integrity issues to the State WIC Compass Help Desk.
Regulation: Colorado WIC Policy
Procedure/Additional Guidance: Computer, Network and Internet Issues Compass is a web-based system that relies on local area networks and Internet connectivity that is created and maintained by county IT departments. Therefore, some problems must be resolved by the county or local agency IT staff.
When a local agency WIC user encounters a network, computer equipment malfunction, computer login or Internet problem, please contact the local agency IT unit as the first level of support. The local IT unit should be able to solve most reported problems. If the local agency IT determines that additional state support is required to resolve an issue, have a technical person contact the State WIC Compass help desk for level II support.
Compass Application Issues The WIC Compass Help Desk will investigate the system concern and if they determine that an application error might exist, the Help Desk will create a ticket and the issue will then be reviewed and resolved. The fix will be included in a future release of a new Compass version. If the State WIC Compass Help Desk determines that the application is working correctly, they will provide the local agency or staff person with an explanation and possible written system documentation on the application behavior. As a final step, the State WIC Compass Help Desk may escalate the ticket to the local agency assigned Nutrition Consultant or Compass Training Coordinator if it appears that the problem is a matter of training or policy. The State WIC Help Desk may send it to Level 2 Technical Support if the problem appears to be of a more complex technical nature.
Data Issues The Help Desk will investigate the concern and if they determine that a data integrity issue may exist, they will immediately escalate the issue to the State Database Administrator for further investigation and resolution.